Contact Center Key Benchmarks

Last updated:
June 11, 2025
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 (PCF)®). The process group “Plan and manage customer service contacts” includes processes and activities related to planning and administering work force operations for customer service provision by taking care of customer services requests/inquiries, as well as the complaints. (Hierarchy ID: 6.2 in APQC’s Process Classification Framework®).

Prepared using data from APQC’s Benchmarks on Demand portal, this collection highlights key performance indicators (KPI) benchmarks for various industries and organizational sizes. Organizations can use this information to benchmark and continuously improve their contact centers processes. 

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