Contact Center Key Benchmarks: Financial Services/Banking Industry
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 piece highlights key performance indicators (KPI) for this process group across the financial services/banking industry. 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.