Contact Center Key Benchmarks: Insurance 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 (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 article highlights key performance indicators (KPI) benchmarks for organizations in the insurance industry. Organizations can use this information to benchmark and continuously improve their contact centers processes.