CONTACT CENTRE BENCHMARK REPORT 2021

A benchmark is the process of measuring products, services, and processes against those of leading organisations, internally across departments, or against accepted standards. It is also a reference point that is used for comparison.

In 2021, we conducted a benchmark study on our own data, across industries and geographies, analysing almost a million results. Our investigation focused on the benchmarks within service based/contact centre journey surveys and sought to understand how response rates were impacted by survey methodology and what the correlation was between driver and outcome metrics.

This ebook shares our findings.