Contact Centers Performance Assessment

20 hours
2 weeks
Detailed function assessment

There may be a fee associated with this assessment, learn more.

APQC's Contact Center research is focused on the main processes across traditional functional boundaries executed by contact centers, including manage sales orders and manage customer service requests/inquiries. The research also includes supporting processes including those related to managing the financial performance of the contact center, the separation of contact center staff from the organization, and the reward, recognition, and motivation programs that keep those staff performing optimally.

Organizations with top performing contact center processes site the following enablers:

  • "I would rate our use of the most advanced technological support facilities for managing our contact center to be the first important characteristic. The second would be our practice of industry standards and the third would be our workforce management process."
  • "I think [the] workforce management process has been really effective for the staffing requirement. Subsequently, the capacity planning is also decent. Our effective training method yields us good results in terms of agent's skills of closing sales."

Armed with this information and the in-depth resources of APQC's knowledge base, contact center managers have the information and support needed to make positive changes at their contact centers.

Metrics included in the assessment:

  • Average agent salary
  • Total cost to perform the process "manage sales orders" per $1,000 revenue
  • Total cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
  • Average seat utilization


All submissions to APQC's benchmarking database, both Open Standards Benchmarking and Rapid Performance Assessments, must be collected using APQC's easy-to-use Microsoft Excel data collection instruments. Please download a fresh copy of the assessment file by clicking the “Download Survey to Start Assessment” button.

Each benchmarking assessment offers an Excel-based data collection tool consisting of the survey itself, the measures associated with the survey, the glossary terms needed to understand the survey, and a copy of the Process Classification Framework (PCF) relevant to the data collection instrument. The consolidated data collection tool is intended to simplify the collection of benchmarking data within your organization.

How it works:


Once you have completed the data collection instrument, simply upload the file using APQC's secure file upload tool. Visit this URL to upload your file: If you are unable to connect to that web site, please contact the helpdesk for more information by sending an email to [email protected]. Please do not send privileged, confidential, or non-public data to APQC via email. Please contact the helpdesk on [email protected] if you have any further questions.

APQC analysts will immediately begin validation of your submission.

Download Survey to Start Assessment