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Contact Center Global Benchmarking Study

Global Benchmarking Study

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Why benchmark?

Any serious effort toward improving your company's performance requires that you know where you are and where you are moving toward. In order to know these things you have to be able to compare your performance to a standard. Only ContactCenterWorlds Global Benchmarking Study can provide you with data that pits your performance against the industry average AND allows you to compare that to the Top Ranking Performers in the Contact Center World!


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ContactCenterWorld have been benchmarking contact centers from around the globe since 2005. We have produced some of the widest and biggest studies ever in the industry and we benchmark the best in the world.

OVER 400 STATS!

Over 30 data categories so you can target your planning. Hundreds of subjects drilled down directly focused on your needs!

GLOBAL DATA

Data is collected from centers around the globe and can be show as industry average or you can view stats from only the Top Ranking Performers!

WORLDS BEST CENTERS

All the best metrics from the Top Ranking Performers in the Contact Center World

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Data is easy to navigate from the index by category and subject. Plus you can search directly by key word!

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Data is contributed and added continually so you have the most up to date and accurate data to benchmark against!

What you get out of Benchmarking depends on what you put in. Defining best practices that will lead to improved performance is best done by benchmarking against the Top Ranking Performers and knowing what they do differently.

How old is the data? Data included has been collected as recent as February 2020.
Over 30 data categories and hundreds of subjects that you can use today!


View sample report details

Click on a link below to see some data covered

  • Community Involvement Statistics - Contact Centers
    1. Do you employ any full-time staff dedicated to running you community programs?
    2. Do you ever have any difficulties when getting involved with the community?
    3. Does the center get feedback from the orgainization it is involved with?
    4. How do you measure the success of your community spirit?
    5. How long has your company been involved with the community?
    6. Is it positive feedback?
    7. Is your center unionized?
    8. To what extent is the culture of your center compared with the rest of your corporation?
    9. What are the benefits of getting involved with the community?
    10. What areas is the center involved with?
    11. What difficulties have you faced?
    12. What is the primary function of the contact center?
    13. What kind of calls does your center handle?
    14. What type of industry would describe your operation best?
    15. Which areas do you plan on getting involved with in the future?
  • Contact Center Statistics
    1. Are you looking into hiring any (or more) home based agents?
    2. Did your disaster recovery plan work as expected?
    3. Do agents use any scripts when dealing with customers inquiries/calls?
    4. Do other employees participate in the interviewing and selection process for new employees?
    5. Do you call back abandoned calls?
    6. Do you conduct exit interviews when your agents leave your contact center?
    7. Do you do any of the following checks on staff; either during or after you recruit them?
    8. Do you employ any business strategies/methodologies such as Six Sigma /Lean etc
    9. Do you have a career development plan in place for employees?
    10. Do you have a disaster recovery plan for the center?
    11. Do you have a single view of the customer across all touch-points?
    12. Do you have an IVR or speech recognition system?
    13. Do you have any home based agents?
    14. Do you have in place any of the following?
    15. Do you have internal Service Level Agreements (SLA) between your center and other departments?
    16. Do you measure customer satisfaction?
    17. Do you measure staff morale/motivation/engagement?
    18. Do you verify or authenticate the identity of your customers at the start of, or during calls?
    19. Do your agents/representatives pass on unsolicited customer comments to the management team?
    20. Do your agents/representatives receive any individual performance bonuses?
    21. For certain transaction types, do you force your customers to use your IVR/speech recognition system?
    22. Has morale in the last 12 months...
    23. Have you ever had a need to make use of your disaster recovery plan?
    24. How do you advertise agent positions for your center?
    25. How do you deal with an employee who is not performing well?
    26. How do you match staffing levels to call volumes?
    27. How do you monitor at home employees?
    28. How quickly do you call back?
    29. How would you describe the layout of your contact center?
    30. How would you rate the competition with other centers in your local labor market with respect to human resources?
    31. Is your center available 7 days per week, 24 hours per day?
    32. Is your center designed to accommodate staff with disabilities?
    33. Is your center unionized?
    34. What actions have you taken as a result of measuring customer satisfaction?
    35. What are the 3 biggest challenges facing your center in the next 12 months? (Select ONLY 3)
    36. What are the 3 most important skills and experience for new agents?
    37. What are your primary reasons for deploying an IVR/speech recognition system?
    38. What CRM initiatives have been implemented?
    39. What do you measure agents against?
    40. What information do the majority of your agents have access to when dealing with customers?
    41. What is the financial status of the center?
    42. What is the primary function of the contact center?
    43. What is the shift rotation pattern of the center?
    44. What kind of additional facilities for staff do you provide in your center?
    45. What kind of calls does your center handle?
    46. What kind of customers does your center serve?
    47. What kind of ergonomic features do you have in place in your center?
    48. What kind of features does your center have to make the workplace more comfortable?
    49. What method(s) do you use to collect customer feedback on a customers experience with your center?
    50. What methods do you use to motivate your agents?
    51. What other ways can your customers communicate with your center?
    52. What strategy/strategies do you have to keep agent turnover as low as possible?
    53. What type of contracts are used for agents?
    54. What type of industry would describe your operation best?
    55. What types of data are used to forecase call volumes?
    56. When you advertise for staff, how do applicants respond?
    57. When you recruit agents/representatives which of the following methods do you use?
    58. Which is more important First Call Resolution or Customer Satisfaction?
    59. Which of the following IVR/speech recognition system technologies do you use?
    60. Which of the following methods do you use to monitor your agents?
    61. Who designed the contact center?
    62. Who measures customer satisfaction?
    63. Why has your company invested in CRM?
  • Leadership Statistics
    1. Are you easily accessible to employees?
    2. Compared to last year, has the budget for the contact center:
    3. Did your disaster recovery plan work as expected?
    4. Do agents use any scripts when dealing with customers inquiries/calls?
    5. Do you conduct exit interviews when your agents leave your contact center?
    6. Do you do any of the following checks on staff; either during or after you recruit them?
    7. Do you have a disaster recovery plan for the center?
    8. Do you have in place any of the following?
    9. Do you interact with employees on a regular basis?
    10. Do you invite feedback from employees?
    11. Do you measure employee satisfaction?
    12. Do your agents/representatives pass on unsolicited customer comments to the management team?
    13. Have you ever had a need to make use of your disaster recovery plan?
    14. How do you advertise agent positions for your center?
    15. How do you match staffing levels to call volumes?
    16. How many years have you been a leader?
    17. How quickly do you respond to employees?
    18. In the past 12 months, has the number of center staff
    19. In what type of setting do you interact with employees?
    20. Is your center available 7 days per week, 24 hours per day?
    21. What are the 3 biggest challenges facing your center in the next 12 months? (Select ONLY 3)
    22. What are the 3 most important skills and experience for new agents? (Select ONLY 3)
    23. What are the top three reasons for agent turnover? (select ONLY 3)
    24. What do you measure agents against?
    25. What information do the majority of your agents have access to when dealing with customers?
    26. What is the primary function of the contact center?
    27. What is your educational background?
    28. What kind of calls does your center handle?
    29. What kind of customers does your center serve?
    30. What methods do you use to motivate your agents?
    31. What other ways can your customers communicate with your center?
    32. What strategy/strategies do you have to keep agent turnover as low as possible?
    33. What type of industry would describe your operation best?
    34. When you advertise for staff, how do applicants respond?
    35. When you recruit agents/ representatives for your center?
    36. Which is the best way for employees to contact you?
    37. Which of the following methods do you use to monitor your agents?
  • Sales Agent Statistics
    1. Do you handle:
    2. Do you have direct input into your shift scheduling?
    3. Do you receive any individual performance bonuses?
    4. Do you use scripts during sales call?
    5. How did you come to apply for your current position?
    6. In which of the following areas have you received training?
    7. Is your center unionized?
    8. What are you and other Agents measured against?
    9. What features are available to make your contact center more comfortable?
    10. What forms of benefits does your Center offer?
    11. What is your educational background?
    12. What measures are used to motivate Agents at your Contact Center?
    13. What methods are used to monitor you?
    14. What methods were used when you were recruited?
    15. What type of industry would describe your operation best?
  • Supervisory Statistics
    1. How many of those years have you been in a contact center?
    2. How many years have you been a supervisor?
    3. How often do you meet with your team?
    4. In your opinion, what are the 3 most important skills and experience for new agents?
    5. In your opinion, which is the most effective method to motivate agents?
    6. What are your top 3 objectives for your team? (select ONLY 3)
    7. What areas have you received training in?
    8. What do you measure agents against?
    9. What is the primary function of the contact center?
    10. What is your educational background?
    11. What kind of calls does your center handle?
    12. What methods do you use to motivate your agents?
    13. What motivates you to perform?
    14. What skills do you consider important in your role?
    15. What type of industry would describe your operation best?
    16. Which of the following methods do you use to monitor your agents?
  • Human Resources Professional Statistics
    1. Do you participate in senior level meetings?
    2. How are your agents recruited?
    3. How are your jobs advertised?
    4. How did you come to apply for your current position?
    5. How much of your role in Human Resources in devoted to Employee Advocacy?
    6. How would you rate the competition with other centers in your local labour market for staff?
    7. In which of the following areas does your Center offer training internally?
    8. In which of the following areas have you received training?
    9. Is your center available 7 days per week, 24 hours per day?
    10. Is your center unionized?
    11. Is your payroll handled:
    12. To what degree do Agents have input into HR policies?
    13. What facilities/special services do you offer to staff?
    14. What features are available to make your contact center more comfortable?
    15. What forms of benefits does your Center offer?
    16. What is the primary function of the contact center?
    17. What methods do you use when recruiting new personnel?
    18. What methods were used when you were recruited?
    19. What strategies do you use to reduce staff turnover?
    20. What type of industry would describe your operation best?
    21. Which of the following areas are you personally responsible for?
  • IT Professional Statistics
    1. Are you actively involved in training staff?
    2. Compared to other centers, how would you rate your center's technology?
    3. Does your Center have a disaster recovery plan?
    4. For certain transaction types, do you force your customers to use your IVR/speech recognition system?
    5. How did you come to apply for your current position?
    6. Is the company you work for primarily a:
    7. What information do your agents have access to?
    8. What is the primary cause of hardware/software breakdowns or malfunctions?
    9. What is the primary function of the contact center?
    10. What methods do you use to collect customer feedback on a customer's experience with your center?
    11. What methods were used when you were recruited?
    12. What platform(s) are used by the computers in your Center?
    13. What type of industry would describe your operation best?
    14. Where is your Center's server?
  • Workforce Planning Statistics
    1. Does your center employ home-based agents?
    2. How are agents scheduled?
    3. How did you come to apply for your current position?
    4. In which of the following areas does your Center offer staff training?
    5. In which of the following areas have you received training?
    6. What is the primary function of the contact center?
    7. What kind of calls does your center handle?
    8. What methods were used when you were recruited?
    9. What type of industry would describe your operation best?
  • Trainer Statistics
    1. Do agents give you feedback on training you provide?
    2. Has training changed since you have been in the industry?
    3. How do you monitor training results?
    4. How do you provide consistent training to a diverse group of trainees?
    5. How has it changed?
    6. How long have you been a trainer
    7. How many years, as a trainer, have you operated in a contact center?
    8. In your opinion, what are the 3 most important skills and experience for trainees?
    9. In your opinion, what is the ideal class size?
    10. Please indicate the areas you provide training in:
    11. What are the main difficulties you face when training
    12. What is the average class size?
    13. What is the percentage of employees who complete the training successfully?
    14. What is your educational background?
    15. What motivates you to perform?
    16. What training have you received to help you do your job?
    17. What type of industry would describe your operation best?
    18. What types of calls do you provide training for?
    19. Which of the following mediums do you train employees to use for communicating with customers
  • Customer Service Agent Statistics
    1. Do you handle:
    2. Do you have direct input into your shift scheduling?
    3. Do you receive any individual performance bonuses?
    4. Do you use scripts during a service call?
    5. How did you come to apply for your current position?
    6. In which of the following areas have you received training?
    7. Is your center unionized?
    8. To what degree do you have input into HR policies
    9. What are you and other Agents measured against?
    10. What features are available to make your contact center more comfortable?
    11. What forms of benefits does your Center offer?
    12. What is your educational background?
    13. What measures are used to motivate Agents at your Contact Center?
    14. What methods are used to monitor you?
    15. What methods were used when you were recruited?
    16. What type of industry would describe your operation best?
  • Help Desk Statistics
    1. Are you looking into hiring any (or more) home based agents?
    2. Did your disaster recovery plan work as expected?
    3. Do agents use any scripts when dealing with customers inquiries/calls?
    4. Do other employees participate in the interviewing and selection process for new employees?
    5. Do you call back abandoned calls?
    6. Do you conduct exit interviews when your agents leave your contact center?
    7. Do you do any of the following checks on staff; either during or after you recruit them?
    8. Do you employ any business strategies/methodologies such as Six Sigma /Lean etc
    9. Do you have a career development plan in place for employees?
    10. Do you have a disaster recovery plan for the center?
    11. Do you have a single view of the customer across all touch-points?
    12. Do you have an IVR or speech recognition system?
    13. Do you have any home based agents?
    14. Do you have in place any of the following?
    15. Do you have internal Service Level Agreements (SLA) between your center and other departments?
    16. Do you measure customer satisfaction?
    17. Do you measure staff morale/motivation/engagement?
    18. Do you verify or authenticate the identity of your customers at the start of, or during calls?
    19. Do your agents/representatives pass on unsolicited customer comments to the management team?
    20. Do your agents/representatives receive any individual performance bonuses?
    21. For certain transaction types, do you force your customers to use your IVR/speech recognition system?
    22. Has morale in the last 12 months...
    23. Have you ever had a need to make use of your disaster recovery plan?
    24. How do you advertise agent positions for your center?
    25. How do you deal with an employee who is not performing well?
    26. How do you match staffing levels to call volumes?
    27. How do you monitor at home employees?
    28. How quickly do you call back?
    29. How would you describe the layout of your contact center?
    30. How would you rate the competition with other centers in your local labor market with respect to human resources?
    31. Is your center available 7 days per week, 24 hours per day?
    32. Is your center designed to accommodate staff with disabilities?
    33. Is your center unionized?
    34. What actions have you taken as a result of measuring customer satisfaction?
    35. What are the 3 biggest challenges facing your center in the next 12 months? (Select ONLY 3)
    36. What are the 3 most important skills and experience for new agents?
    37. What are the top three reasons for agent turnover? (select ONLY 3)
    38. What are your primary reasons for deploying an IVR/speech recognition system?
    39. What CRM initiatives have been implemented?
    40. What do you measure agents against?
    41. What information do the majority of your agents have access to when dealing with customers?
    42. What is the financial status of the center?
    43. What is the primary function of the contact center?
    44. What is the shift rotation pattern of the center?
    45. What kind of additional facilities for staff do you provide in your center?
    46. What kind of calls does your center handle?
    47. What kind of customers does your center serve?
    48. What kind of ergonomic features do you have in place in your center?
    49. What kind of features does your center have to make the workplace more comfortable?
    50. What method(s) do you use to collect customer feedback on a customers experience with your center?
    51. What methods do you use to motivate your agents?
    52. What other ways can your customers communicate with your center?
    53. What strategy/strategies do you have to keep agent turnover as low as possible?
    54. What type of contracts are used for agents?
    55. What type of industry would describe your operation best?
    56. What types of data are used to forecase call volumes?
    57. When you advertise for staff, how do applicants respond?
    58. When you recruit agents/representatives which of the following methods do you use?
    59. Which is more important First Call Resolution or Customer Satisfaction?
    60. Which of the following IVR/speech recognition system technologies do you use?
    61. Which of the following methods do you use to monitor your agents?
    62. Who designed the contact center?
    63. Who measures customer satisfaction?
    64. Why has your company invested in CRM?
  • Customer Service Statistics
    1. Do agents use any scripts when dealing with customers inquiries/calls?
    2. Do you call back abandoned calls?
    3. Do you do any of the following checks on staff; either during or after you recruit them?
    4. Do you employ any business strategies/methodologies such as Six Sigma /Lean etc
    5. Do you give agents feedback on customer satisfaction?
    6. Do you have in place any of the following?
    7. Do you measure net promoter scores?
    8. Do you measure staff morale/motivation/engagement?
    9. Do you use speech analytics to measure customer satifaction?
    10. Do your agents/representatives receive any individual performance bonuses?
    11. Has morale in the last 12 months...
    12. How do you ensure consistency across all channels?
    13. How do you match staffing levels to call volumes?
    14. How quickly do you call back?
    15. How would you describe the layout of your contact center?
    16. Is your center available 7 days per week, 24 hours per day?
    17. Is your center designed to accommodate staff with disabilities?
    18. Is your center unionized?
    19. What actions have been taken as a result of measuring customer satisfaction?
    20. What are the 3 biggest challenges facing your center in the next 12 months? (Select ONLY 3)
    21. What are the 3 most important skills and experience for new agents? (Select ONLY 3)
    22. What are the top three reasons for agent turnover? (select ONLY 3)
    23. What CRM initiatives have been implemented?
    24. What do you measure agents against?
    25. What geographic location(s) does your center serve?
    26. What has been the most effective method you use to collect customer feedback?
    27. What is the financial status of the center?
    28. What is the frequency with which you measure customer satisfaction?
    29. What is the primary function of the contact center?- Sales- Customer service- Help desk- Other (specify)
    30. What kind of additional facilities for staff do you provide in your center?
    31. What kind of calls does your center handle?
    32. What kind of customers does your center serve?
    33. What kind of ergonimic features do you have in place in your center?
    34. What kind of features does your center have to make the workplace more comfortable?
    35. What languages does your center support?
    36. What methods do you use to motivate your agents?
    37. What other ways can your customers communicate with your center?
    38. What strategy/strategies do you have to keep agent turnover as low as possible?
    39. What type of industry would describe your operation best?
    40. When you advertise for staff, how do applicants respond?
    41. When you recruit agents/representatives which of the following methods do you use?
    42. Who measures customer satisfaction?
  • Incentive Scheme Statistics
    1. What type of industry would describe your operation best?
  • Outbound Statistics
    1. Do agents use any scripts when dealing with customers inquiries/calls?
    2. Do you have scrub (Do not call) lists?
    3. Do you measure customer satisfaction?
    4. Do you use predictive dailing?
    5. What are the 3 most important skills and experience for new OUTBOUND agents?
    6. What do you measure agents against?
    7. What is the primary function of the contact center?
    8. What method(s) do you use to collect customer feedback on a customers experience with your outbound activities?
    9. What methods do you use to motivate your agents?
    10. What type of industry would describe your operation best?
    11. Who developed it?
  • Outsourcing Statistics
    1. Do you have a contingency plan should the Outsourcing service fail temporarily or permanently?
    2. Do you have a Disaster recovery plan?
    3. Do you measure customer satisfaction?
    4. Do you offer potential or current partners the right to audit your internal records and controls?
    5. Do you regularly report any security violations, operations problems and/or control breakdowns to your Outsource partner?
    6. Do you use home-based agents?
    7. Do you use IVR/speech technology systems?
    8. Do you use startegies such as LEAN, Six Sigma etc.?
    9. Does your Center primarily handle:
    10. Have you found that No-Call lists have adversely affected your business?
    11. How are shift patterns selected?
    12. How are your agents recruited?
    13. How are your jobs advertised?
    14. How do customers communicate with the center?
    15. How do you match staffing levels to call volumes?
    16. How do you monitor your agents?
    17. How is agent performance monitored?
    18. Have you ever had to use your Disaster recovery plan?
    19. How often do you send a report?
    20. Has that plan ever had to be used?
    21. Is your center available 7 days per week, 24 hours per day?
    22. Is your center unionized?
    23. What CRM initiatives have been implemented?
    24. What do you measure agents against?
    25. What measure sdo you use to motivate your agents?
    26. What methods do you use to collect customer feedback on customer experience?
    27. What strategies do you use to reduce staff turnover?
    28. What type of industry would describe your operation best?
    29. What types of contracts do you use?
    30. What types of data are used to forecase call volumes?
    31. Who measures customer satisfaction?
  • Recruitment Statistics
    1. How do you match staffing levels to call volumes?
    2. How is agent performance monitored?
    3. How were your jobs advertised?
    4. How would you rate the competition with other centers in your local labour market for staff?
    5. In the case of recruits with a College or University Major, is there a specific area of specialization you look for?
    6. In which of the following areas do experienced personnel receive training?
    7. In which of the following areas do new hires recieve training?
    8. Was your campaign designed to primarily attract new:
    9. What forms of benefits does your Center offer to employees?
    10. What is the primary function of the contact center?
    11. What methods do you use to motivate agents?
    12. What methods were used when recruiting?
    13. What strategies do you use to reduce staff turnover?
    14. What type of industry would describe your operation best?
    15. What types of staff contracts do you use?
  • Technology Innovation Statistics
    1. Compared to other centers, how would you rate your use of center technology?
    2. Does your Center have a disaster recovery plan?
    3. If 'Yes' did the disaster recovery plan work properly?
    4. If 'Yes' to above, has your disaster recovery plan ever had to be used?
    5. What aspect(s) of the Center was the solution intended to improve?
    6. What is the primary cause of hardware/software breakdowns or malfunctions?
    7. What is the primary function of the contact center?
    8. What methods do you use to collect customer feedback on a customer's experience with your center?
    9. What platform(s) are used by the computers in your Center?
    10. What research sources did you consult in developing your solution?
    11. What type of industry would describe your operation best?
    12. Where is your Center's server?
  • Technology Innovation by Vendors
    1. Which of the following does the innovation assist with

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