Benchmarks

Benchmark your customer care function.

Global Contact Centre Benchmarking Report

The Global Contact Centre Benchmarking Report is supported by more than 30 of the industry’s most important Associations and is widely acknowledged to be the most useful, authoritative and comprehensive research of its kind.

The 2013/2014 Benchmark Portal results are drawn from six key business areas:

  • Strategy and Development
  • Customer Interaction Management
  • Workforce Optimization
  • Operations
  • Self-Service Channels
  • Technology

Spanning more than 400 performance metrics drawn from 817 respondents located in 79 countries, the global data can be filtered by Region, Sector, Size, Service, Customer and Provider Type. Historical trends and best practice performance are provided where available.

The US Contact Center Decision-Makers’ Guide

Since 2007, ContactBabel has produced The US Contact Center Decision-Makers’ Guide, an annual study of the performance, operations, technology and HR aspects of US contact center operations.

The report is based on in-depth studies of hundreds of contact center operations, detailing performance benchmarks, technology usage, strategic direction, and HR statistics such as attrition and salaries.

The full 300-page report is available for free download. You may access it by going to www.contactbabel.com/united-states.cfm.

The American Customer Satisfaction Index

The American Customer Satisfaction Index is the only national cross-industry measure of customer satisfaction in the United States. For nearly two decades, the ACSI has analyzed customer satisfaction for household products and services available to U.S. consumers.

The ACSI benchmarks customer satisfaction for 10 economic sectors, 43 industries (including e-commerce and e-business), more than 230 companies, and over 100 federal or local government services. Smaller companies are grouped together in an “all others” category for each industry.

Get more information at http://www.theacsi.org/customer-satisfaction-benchmarks.

2014 Global Customer Service Barometer

The American Express® Global Customer Service Barometer was conducted in the U.S. and ten other countries, exploring consumer attitudes and preferences toward customer service.  Research was completed online among a random sample of 1,000 U.S. consumers aged 18+.

Get more information at http://about.americanexpress.com/news/docs/2014x/2014-Global-Customer-Service-Barometer-US.pdf