“The 2024 US Contact Center HR & Operational Benchmarking Report” is based on surveys with 189 US organizations, giving detailed information on:

 

  • Salaries and bonuses for new agents, experienced agents, team leaders/supervisors and contact center managers
  • Agent attrition rates
  • Agent absence rates
  • Recruitment costs and key agent attributes
  • Expected growth rates in 2024

 

Key operational metrics include:

  • Average speed to answer
  • Call abandonment
  • Call duration
  • Agent occupancy / activity rates
  • First-contact resolution rate
  • Call transfer rates
  • Cost per call/email/web chat/social interaction.

 

Data are segmented by vertical market, size, activity and contact center type, with historical data from 2007, so you can compare your contact center operation with others just like it.

 

The report costs $495.

 

Download full details of the report from here: US HROB 2024 Marketing v1

 

To purchase, “The 2024 US Contact Center HR & Operational Benchmarking Report”, please complete the registration form below and you will be taken to the checkout.

 

Once registered, you will also have full access to all of ContactBabel’s free end-user research and analysis by selecting the “RESEARCH” tab and choosing your reports. 

 

If you have already registered, please log in here.

 

 

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