Contact Center Key Benchmarks

Last updated:
March 16, 2022
Authored By:
APQC
 
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Gain insight into the efficiency and effectiveness of your organization’s contact center processes by benchmarking common business activities (Hierarchy ID: 6.2 in APQC’s Process Classification Framework®).

Prepared using data from APQC’s Open Standards Benchmarking® in Contact Centers, this collection highlights key performance indicators (KPI) for this process group across all industries. Organizations can use this information to benchmark and continuously improve their contact centers processes. For more information on these measures and metrics, see the Summary of Open Standards Benchmarking Measures: Contact Centers.

Type:
Collections
Topics:
Customer-focused Processes and Functions, Call Centers, Customer Complaint Handling, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Contact Centers
Industries:
Automotive, Broadcasting/Radio/TV/Cable/Media, Chemicals, Consumer Products/Packaged Goods, Distribution, Durable Goods, Electronics, Energy and Utility, Engineering, Entertainment, Financial Services/Banking, Insurance, Legal Services, Machinery, Petroleum/Oil/Gas, Pharmaceutical, Professional Services/Business Services, Retail/Catalog/Mail Order, Telecommunication, Wholesale Distribution

Included in this Collection