Contact center performance benchmarking
Is your contact center meeting expectations?
Want to know how your contact center stacks up? Talkdesk commissioned IDC to conduct a survey, the results of which are published in the IDC InfoBrief: Contact Center Performance, which uncovers key performance benchmarks.
The results are in, and they offer valuable insights to help you assess your contact center’s performance, pinpoint areas for improvement, and transform it into a strategic powerhouse for business growth.
Annual interaction volume
On average, across all subsegments, contact centers handle:
First contact resolution
Percentage of customer issues resolved on the first interaction across multiple channels.
Call resolution
Breakdown of call resolution outcomes, categorized by type.
Average handle time by channel
Total time spent handling interactions across industries.
Resource optimization
Maximizing performance with strategic metrics.
Contact center infrastructure
Distribution across industries and setups.
Report
