Call Center Cost Benchmark: Sample Data

Benchmark: Cost
Geography: United States
Process: Customer Service SAMPLE DATA ONLY. DATA IS NOT
Sector: All

Sample Data Values

Cost per Net First Average

Minute of Contact Speed of
Record Inbound Customer Agent Resolution Agent Job Answer
Number Handle Time Satisfaction Utilization Rate Satisfaction (seconds)
1 $1.36 53.7% 64.2% 51.1% 43.7% 83
2 $3.28 52.5% 34.8% 51.0% 39.8% 42
3 $3.21 41.9% 32.6% 50.0% 58.6% 23
4 $0.99 48.5% 53.8% 44.5% 40.4% 61
5 $1.51 58.2% 26.3% 46.4% 49.6% 14
6 $0.50 54.8% 38.7% 54.5% 45.1% 30
7 $4.30 53.0% 55.2% 44.9% 57.4% 30
8 $4.13 41.8% 64.6% 59.2% 50.8% 17
9 $4.97 44.6% 66.0% 57.3% 49.1% 15
10 $1.87 43.0% 44.1% 47.4% 58.3% 36
11 $1.88 43.6% 56.8% 49.1% 41.8% 17
12 $0.81 46.1% 34.8% 48.1% 57.5% 20
13 $2.03 47.4% 35.2% 54.1% 57.7% 8
14 $1.35 51.4% 50.3% 41.6% 60.1% 21
15 $2.72 51.3% 38.2% 49.2% 49.5% 74
16 $3.50 42.8% 48.7% 51.2% 50.6% 93
17 $1.17 50.3% 67.7% 46.3% 52.5% 25
18 $0.82 56.6% 27.6% 48.3% 50.6% 1
19 $2.74 45.4% 55.6% 56.5% 56.0% 19
20 $3.62 50.3% 62.3% 50.8% 48.6% 29
21 $3.27 40.8% 55.2% 60.1% 52.4% 105
22 $4.29 56.5% 63.4% 50.8% 45.4% 85
23 $3.65 48.4% 65.9% 45.2% 52.5% 7
24 $3.01 53.1% 71.9% 60.5% 56.8% 10
25 $3.43 51.1% 37.2% 57.8% 47.3% 22
26 $1.94 54.5% 32.9% 49.9% 43.0% 126
27 $4.34 56.2% 55.9% 50.2% 52.3% 62
28 $3.05 58.1% 38.6% 48.4% 64.7% 56
29 $3.58 49.3% 31.2% 46.7% 41.8% 21
30 $1.57 49.2% 55.2% 50.0% 65.8% 11
31 $3.70 43.3% 39.3% 46.6% 37.8% 52
32 $3.68 56.8% 34.1% 48.4% 39.3% 88
33 $4.23 47.8% 69.2% 56.4% 50.8% 22
34 $3.76 60.1% 63.6% 40.9% 61.0% 127
35 $4.80 50.0% 42.7% 45.3% 53.4% 19
36 $2.11 50.1% 35.4% 48.9% 54.1% 10
 37 $1.61 45.6% 34.7% 40.0% 43.6% 33
38 $5.48 40.6% 61.7% 61.6% 48.7% 33
39 $5.00 47.4% 58.9% 42.9% 41.3% 3
40 $1.01 55.4% 51.5% 52.2% 59.8% 25
41 $1.20 39.0% 60.7% 51.0% 56.2% 25
42 $1.73 38.6% 44.1% 57.7% 64.6% 24
43 $4.53 51.4% 25.5% 34.3% 30.3% 15
44 $4.53 42.5% 67.7% 58.2% 61.4% 34
45 $3.35 39.9% 37.1% 55.0% 44.9% 25
46 $4.19 58.0% 41.5% 44.4% 46.2% 56
47 $1.18 59.7% 31.3% 33.8% 43.0% 15
48 $5.45 60.4% 62.0% 42.6% 41.5% 14
49 $2.72 42.0% 39.4% 47.8% 48.6% 27
50 $4.19 51.1% 59.2% 47.7% 49.0% 98
51 $2.51 51.3% 28.0% 46.5% 46.8% 39
52 $2.46 45.6% 49.5% 51.1% 48.1% 20
53 $3.33 47.5% 35.0% 52.1% 50.4% 31
54 $1.05 48.9% 67.7% 53.7% 41.4% 50
55 $3.17 55.5% 50.2% 39.6% 49.4% 25
56 $2.33 46.5% 30.8% 47.0% 52.3% 11
57 $1.31 51.4% 72.0% 48.9% 48.9% 68
58 $4.54 56.8% 61.2% 53.2% 61.7% 19
59 $3.89 48.8% 33.1% 50.0% 55.7% 22
60 $1.24 48.7% 63.8% 50.0% 43.9% 6
61 $2.37 44.1% 76.8% 51.1% 50.2% 21
62 $2.11 56.6% 38.1% 50.9% 64.7% 39
63 $5.57 55.2% 26.5% 49.0% 38.9% 32
64 $1.92 42.2% 56.2% 45.3% 42.7% 23
65 $1.43 52.4% 48.8% 55.5% 46.6% 32
66 $3.88 59.0% 28.1% 52.2% 38.8% 9
67 $4.32 50.6% 56.7% 41.7% 46.9% 4
68 $1.20 58.0% 55.0% 44.5% 45.4% 15
69 $1.05 58.2% 39.2% 45.9% 38.7% 107
70 $4.38 56.6% 74.4% 59.3% 50.1% 35
Average $2.88 50.1% 48.8% 49.5% 49.7% 36
Max $5.57 60.4% 76.8% 61.6% 65.8% 127
Min $0.50 38.6% 25.5% 33.8% 30.3% 1
Median $3.03 50.3% 49.9% 49.6% 49.3% 25
Record Cost per Customer Agent Net First Agent Job Average
Number Minute of Satisfaction Utilization Contact Satisfaction Speed of
Inbound Resolution Answer
Handle Time Rate (seconds)

SAMPLE DATA ONLY. DATA IS NOT ACCUR

DATA IS NOT ACCURATE! SAMPLE DATA ONLY. DATA

Inbound
Cost per Contacts per Agents as a % of Calls Call
Inbound Agent per % of Total Answered in Abandonment Annual Agent
Contact Month Headcount 30 Seconds Rate Call Quality Turnover
$5.38 80 52.3% 19.1% 11.1% 47.7% 22.8%
$3.31 203 58.8% 42.7% 2.0% 48.9% 17.0%
$12.97 738 49.6% 38.0% 1.5% 48.3% 49.4%
$7.48 168 49.9% 64.2% 4.6% 61.0% 66.7%
$3.64 249 49.4% 61.1% 1.8% 45.8% 29.9%
$6.66 216 45.0% 47.5% 1.8% 48.3% 42.2%
$3.84 588 51.4% 50.7% 2.4% 48.6% 37.0%
$2.34 194 58.4% 45.6% 2.1% 49.5% 29.8%
$23.96 77 47.7% 51.4% 2.5% 48.5% 64.7%
$14.79 170 47.2% 48.1% 3.9% 52.8% 58.7%
$5.49 487 59.2% 54.2% 1.6% 50.5% 30.7%
$3.59 667 47.0% 55.2% 1.1% 48.0% 38.4%
$12.91 318 53.1% 52.8% 2.7% 50.1% 68.3%
$5.39 681 49.9% 53.8% 2.1% 53.6% 40.7%
$1.02 1240 44.9% 39.6% 3.0% 52.1% 35.1%
$5.24 261 49.5% 42.4% 3.2% 44.7% 29.3%
$10.96 54 54.2% 53.6% 2.5% 52.2% 19.6%
$4.02 560 47.4% 49.9% 2.4% 52.2% 42.8%
$20.06 271 43.8% 43.8% 2.3% 49.9% 91.8%
$4.34 468 45.8% 51.3% 4.9% 47.2% 23.8%
$4.53 208 41.0% 50.1% 9.1% 43.3% 66.5%
$12.61 305 45.2% 40.6% 7.6% 52.9% 39.0%
$3.98 363 56.0% 47.9% 2.1% 47.6% 32.0%
$10.93 223 55.3% 40.3% 2.1% 52.4% 27.9%
$6.78 181 50.9% 43.1% 3.0% 46.8% 25.0%
$3.60 464 50.9% 47.8% 5.9% 47.9% 77.8%
$4.96 428 53.2% 28.0% 9.1% 48.7% 8.9%
$8.44 313 45.7% 44.9% 9.2% 39.8% 47.2%
$4.02 825 45.7% 42.5% 1.3% 48.8% 41.0%
$0.75 521 47.4% 47.9% 1.4% 51.6% 56.1%
$8.41 349 47.8% 35.9% 4.9% 46.2% 31.8%
$5.08 314 51.0% 41.5% 4.6% 54.2% 21.5%
$2.10 963 49.7% 30.2% 4.2% 56.4% 26.8%
$1.25 844 53.2% 61.7% 20.0% 57.0% 30.3%
$2.14 290 47.5% 54.2% 1.2% 47.9% 26.5%
$15.49 288 52.2% 59.4% 2.7% 39.5% 58.7%
 $5.27 1003 50.3% 47.9% 2.3% 50.8% 51.9%
$3.84 361 54.8% 50.0% 1.6% 51.4% 44.9%
$8.04 141 55.9% 46.0% 1.9% 52.4% 50.4%
$2.01 291 49.6% 42.6% 1.6% 53.7% 61.5%
$8.16 347 55.6% 43.5% 1.1% 54.6% 49.4%
$2.76 1403 51.3% 29.8% 5.8% 56.8% 66.8%
$6.42 293 57.7% 42.6% 3.1% 47.6% 87.9%
$9.81 700 54.3% 35.2% 2.0% 53.5% 21.7%
$11.36 445 45.6% 61.8% 3.2% 50.5% 81.6%
$5.25 591 55.0% 61.6% 7.8% 59.3% 31.9%
$7.35 112 39.9% 63.3% 2.6% 48.0% 52.0%
$2.46 321 47.3% 54.7% 2.1% 46.7% 38.0%
$2.18 687 47.2% 60.0% 9.6% 54.3% 33.4%
$1.66 604 49.8% 75.7% 10.4% 50.2% 13.8%
$22.00 446 38.9% 39.2% 4.8% 49.1% 82.8%
$3.08 559 52.6% 41.4% 2.9% 55.6% 30.8%
$7.05 460 41.3% 46.4% 2.7% 50.6% 14.1%
$3.05 489 47.4% 66.2% 4.9% 51.8% 24.9%
$10.46 210 46.1% 65.5% 3.1% 55.2% 39.3%
$8.70 366 47.2% 51.3% 1.1% 47.2% 18.7%
$0.17 1024 48.4% 56.7% 4.4% 50.1% 21.7%
$4.85 173 51.8% 59.9% 1.4% 49.3% 27.5%
$4.12 869 49.3% 60.7% 2.1% 50.1% 23.4%
$0.58 530 53.0% 64.2% 1.8% 50.8% 52.9%
$25.48 266 51.6% 52.5% 3.9% 51.3% 30.9%
$14.02 349 44.5% 56.5% 3.7% 45.4% 72.1%
$9.51 120 54.9% 33.6% 2.5% 49.9% 48.8%
$3.40 77 47.7% 46.3% 1.9% 49.8% 26.8%
$14.41 364 42.4% 37.9% 1.2% 48.0% 21.3%
$4.42 1533 56.1% 60.8% 2.2% 46.9% 75.9%
$3.03 216 51.2% 54.0% 2.1% 48.1% 78.0%
$2.16 831 49.8% 43.0% 2.9% 49.4% 34.0%
$2.30 813 45.9% 56.1% 10.4% 50.4% 44.1%
$24.55 155 55.1% 33.0% 5.1% 49.2% 25.8%
$7.09 453.1 49.8% 48.9% 3.8% 50.1% 41.9%
$25.48 1,533.0 59.2% 75.7% 20.0% 61.0% 91.8%
$0.17 54.0 38.9% 19.1% 1.1% 39.5% 8.9%
$5.16 355.0 49.8% 48.0% 2.7% 49.9% 37.5%
Cost per Inbound Agents as a % of Calls Call Call Quality Annual Agent
Inbound Contacts per % of Total Answered in Abandonment Turnover
Contact Agent per Headcount 30 Seconds Rate
Month

S NOT ACCURATE! SAMPLE DATA ONLY. DATA IS NOT

A ONLY. DATA IS NOT ACCURATE!

Inbound
Contact
Agent New Agent Annual Agent Handle Time
Daily Agent Agent Schedule Training Training Agent Tenure (all contacts)
Absenteeism Occupancy Adherence Hours Hours (months) (minutes)
7.4% 52.0% 52.4% 45 3 34.2 4.62
8.4% 56.8% 48.0% 76 25 31.7 4.27
5.5% 55.5% 55.2% 83 0 16.2 8.05
8.0% 51.1% 48.1% 125 16 20.1 10.06
4.8% 48.3% 52.6% 116 29 35.0 6.81
9.2% 60.6% 48.5% 42 4 40.5 3.95
5.5% 46.1% 50.7% 130 50 15.3 1.93
8.3% 55.3% 52.9% 70 2 42.3 6.54
6.1% 36.5% 51.7% 175 12 14.9 17.88
7.4% 38.9% 45.3% 52 29 26.5 8.27
11.9% 57.3% 55.6% 125 54 31.5 5.76
16.8% 49.9% 54.7% 68 4 41.4 4.41
7.7% 64.4% 52.8% 81 10 16.9 9.57
10.0% 45.6% 55.0% 61 29 20.2 1.17
5.3% 36.5% 48.0% 106 122 51.5 2.84
5.7% 43.6% 51.0% 181 5 26.9 6.01
7.7% 49.3% 46.0% 375 17 77.5 10.94
1.5% 42.2% 42.0% 207 10 31.5 7.19
18.3% 67.0% 55.1% 2 17 28.6 10.74
6.8% 49.6% 48.0% 132 41 28.5 6.34
12.9% 58.7% 47.6% 86 69 30.8 1.92
12.6% 52.4% 53.6% 178 3 28.6 19.63
2.5% 66.0% 48.5% 98 0 18.1 6.62
4.6% 48.7% 50.4% 96 31 44.2 3.52
6.2% 45.9% 52.9% 96 19 73.7 7.91
18.6% 48.1% 44.3% 75 0 10.3 4.93
9.1% 50.5% 47.4% 75 0 64.2 7.98
6.5% 45.4% 47.9% 46 15 34.2 9.10
1.7% 44.8% 46.2% 168 46 39.5 1.32
13.8% 52.4% 56.6% 118 3 17.9 2.30
8.6% 51.1% 48.6% 37 3 54.4 16.18
5.6% 52.6% 47.2% 46 26 78.6 8.40
3.5% 43.7% 49.2% 112 16 21.5 3.00
16.4% 59.5% 52.9% 53 16 30.2 3.40
10.0% 48.3% 49.7% 137 11 28.3 2.87
5.0% 40.9% 49.2% 145 3 11.5 10.01
 7.6% 43.9% 47.7% 182 2 27.6 3.65
7.3% 38.4% 55.6% 33 19 36.8 2.41
7.6% 51.3% 52.9% 19 0 23.3 2.21
14.5% 52.4% 50.1% 91 0 4.0 3.16
7.0% 56.3% 48.6% 231 0 17.8 5.59
5.6% 31.5% 59.6% 120 7 11.0 2.33
13.0% 43.8% 42.3% 109 5 9.1 7.23
10.6% 52.0% 53.0% 121 7 34.3 10.61
12.1% 45.2% 46.5% 166 0 29.8 11.88
8.3% 39.6% 53.2% 132 30 27.5 6.66
4.6% 45.8% 53.4% 159 8 33.1 1.77
7.9% 44.6% 52.4% 81 0 28.3 9.04
4.9% 48.2% 50.7% 78 2 41.3 1.08
3.6% 58.3% 46.7% 196 22 21.1 2.28
10.1% 37.7% 56.8% 35 9 5.6 9.21
8.1% 38.9% 46.5% 122 4 28.8 3.83
1.8% 34.7% 46.6% 257 33 127.6 3.46
8.8% 59.5% 45.9% 151 6 41.7 5.45
6.6% 57.4% 48.9% 60 20 22.0 7.76
5.6% 39.6% 50.7% 238 46 89.0 13.21
4.0% 55.5% 56.2% 82 77 82.3 4.07
8.0% 51.6% 52.6% 115 0 39.4 4.65
18.2% 52.4% 43.7% 55 9 40.7 3.75
23.1% 39.6% 51.3% 70 17 16.7 3.96
8.1% 55.0% 51.4% 90 27 39.3 7.97
5.4% 39.1% 49.4% 78 3 7.1 8.61
10.3% 55.4% 56.2% 199 3 23.6 7.66
2.5% 42.1% 46.4% 59 13 59.2 6.00
9.6% 43.5% 58.3% 164 37 36.4 8.48
9.9% 42.0% 59.7% 163 24 0.6 3.28
4.3% 50.6% 49.8% 156 19 24.2 11.99
7.6% 59.4% 56.8% 132 11 16.8 4.55
18.4% 37.1% 53.0% 38 3 18.0 4.51
9.5% 48.6% 46.0% 85 0 54.9 6.70
8.5% 48.7% 50.6% 113 17 33.4 6.36
23.1% 67.0% 59.7% 375 122 127.6 19.63
1.5% 31.5% 42.0% 2 0 0.6 1.08
7.7% 48.7% 50.6% 102 11 28.7 5.88
Daily Agent Agent Agent New Agent Annual Agent Agent Tenure Inbound
Absenteeism Occupancy Schedule Training Training (months) Contact
Adherence Hours Hours Handle Time
(all contacts)
(minutes)

DATA IS NOT ACCURATE!

 IVR
Completion
Rate
41.2%
21.4%
0.0%
12.3%
7.4%
28.9%
0.0%
14.7%
0.0%
63.3%
0.2%
52.9%
32.8%
17.9%
0.0%
0.0%
30.1%
52.9%
0.0%
22.4%
41.1%
76.1%
24.1%
5.5%
3.9%
8.1%
0.0%
4.6%
83.0%
2.7%
31.4%
62.1%
27.1%
58.6%
40.4%
15.0%
 74.0%
0.0%
0.5%
0.0%
0.0%
15.9%
0.0%
8.1%
0.0%
0.0%
0.0%
0.0%
20.0%
0.0%
0.0%
1.8%
12.2%
0.0%
64.9%
61.4%
9.3%
18.7%
6.9%
35.7%
66.8%
0.0%
9.1%
0.0%
0.0%
49.4%
0.0%
0.1%
40.1%
13.9%
19.9%
83.0%
0.0%
9.2%
IVR
Completion
Rate