Contact Centre Benchmarking — Submit Your Data

Contribute your contact centre data to access real-time industry benchmarks. Your submission unlocks comparison views across operational performance, workforce composition, retention, and management practices for your sector and centre size.

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Step 1 of 6

Centre Profile

Tell us about your contact centre. These fields define your benchmarking cohort and are required to access any benchmarks.

Measurement period — start date *

The first day of the period this submission covers. We recommend a 3 or 12 month trailing period.

Measurement period — end date *

The last day of the period this submission covers.

Country *

Country where the contact centre is physically located.

State / Region / Province *

The state, province, or region within your country.

Centre location type *

The geographic profile of your centre's location.

Primary customer base location *

Where the customers you serve are predominantly located.

Primary industry sector *

The industry sector your centre primarily operates in.

Primary centre function *

The dominant purpose of your contact centre.

Operating model *

Whether the centre is operated in-house or by an outsourced provider.

Is your centre open 24/7? *

Tick Yes if your centre operates 24 hours, 7 days a week.

Yes No

Weekday opening hours (Mon-Fri)

When your centre is open to customers on weekdays.

Opens

Closes

Is your centre open on Saturdays?

Select Yes if you operate on Saturdays.

Yes No

Saturday opening hours

When your centre is open to customers on Saturdays.

Opens

Closes

Is your centre open on Sundays?

Select Yes if you operate on Sundays.

Yes No

Sunday opening hours

When your centre is open to customers on Sundays.

Opens

Closes

Total centre headcount (FTE) *

Total full-time equivalent staff across all roles in the centre.

Channel mix (% of total contacts) *

Approximate percentage breakdown of contact volume across channels for the measurement period.

Voice / phone

Web chat

Messaging (SMS, WhatsApp, social DM)

Social media (public)

Video

Self-service / chatbot (resolved without agent)

Total: 0 / 100%

Monthly contact volume (optional)

Total contacts handled per month, by channel. Optional but valuable — unlocks productivity benchmarks.

Voice contacts per month

Email contacts per month

Chat contacts per month

Messaging contacts per month

Social contacts per month

We don't measure this

Step 2 of 6

Workforce Composition

How your workforce is structured — headcount, employment types, work model, and shift patterns.

Number of frontline agents

Headcount of customer-facing frontline agents (not FTE — actual people).

We don't measure this

Agents per Team Leader (average)

Average number of frontline agents reporting to each Team Leader / Supervisor.

We don't measure this

Employment type mix (%)

Breakdown of frontline workforce by employment type.

Permanent full-time

Permanent part-time

Casual / temporary

Contractor / labour hire

Total: 0 / 100%

We don't measure this

Predominant work model

Where your frontline agents primarily work.

We don't measure this

Required days in office per week (hybrid only)

If hybrid, the number of days per week agents are required onsite.

We don't measure this

Workforce split by work model (%)

Percentage of frontline workforce by work arrangement.

Fully in-office

Fully remote

Hybrid

Total: 0 / 100%

We don't measure this

Standard full-time shift length

The standard daily shift length for a full-time agent, including paid breaks but excluding unpaid meal breaks.

Hours

Minutes Any value 0-59 (e.g. 21, 30, 36, 48)

Total: —

We don't measure this

Standard full-time work week (hours)

Total contracted hours per week for a full-time agent.

We don't measure this

Predominant shift pattern

The most common shift structure across the centre. The shift length is captured separately above.

We don't measure this

Paid break minutes per shift

Total paid break time per standard shift (e.g. 2 x 10-minute tea breaks = 20).

We don't measure this

Unpaid meal break minutes per shift

Length of unpaid meal break per standard shift.

We don't measure this

Recruitment model

How frontline recruitment is managed. Choose all that apply.

In-house talent acquisition team External recruitment agency Recruitment process outsourcer (RPO) Internal referral program Hiring manager direct (no dedicated TA)

We don't measure this

Primary recruitment model

Of the models you use, which is your primary or dominant approach?

We don't measure this

Step 3 of 6

Workforce Demographics

Demographic profile of your frontline workforce. All data is aggregated and anonymised. You confirm you have the right to share aggregate workforce data when submitting.

Consent required: I confirm I have authority to share aggregate workforce demographic data on behalf of my organisation. Data is anonymised and aggregated before display.

Gender split — frontline workforce (%)

Approximate gender breakdown of your frontline agents.

Female

Male

Non-binary / other

Prefer not to say / not collected

Total: 0 / 100%

We don't measure this

Age profile — frontline workforce (%)

Approximate age distribution of your frontline agents.

Under 25

25-34

35-44

45-54

55+

Total: 0 / 100%

We don't measure this

Number of languages supported

Total number of languages your centre actively services customers in.

We don't measure this

Agent channel specialisation

How are your frontline agents structured by channel?

We don't measure this

Average contacts per frontline agent per day, by channel

On a typical day, how many contacts does an agent handle in each channel? Tick the channels that apply, then enter the daily average for each.

Channel Contacts per agent per day

Voice (calls)

calls per day

emails per day

Web chat

chats per day

Messaging (SMS, WhatsApp, DM)

messages per day

Blended (multi-channel agents)

contacts per day

We don't measure this

Step 4 of 6

Operational Performance

Service delivery and quality metrics for the most recent measurement period you're reporting.

Average Handle Time — voice (seconds)

Average duration of voice contacts including talk time, hold time, and after-call work (ACW).

We don't measure this

Average Speed of Answer — voice (seconds)

Average time a caller waits in queue before being connected to an agent.

We don't measure this

Service Level — voice

Percentage of calls answered within a defined target time. Capture both the percentage achieved AND your target threshold.

% of calls answered

within

target time

seconds

We don't measure this

Abandonment Rate — voice (%)

Percentage of voice contacts abandoned by the caller after entering the queue.

We don't measure this

First Contact Resolution (%)

Percentage of contacts resolved on the first interaction without need for follow-up.

We don't measure this

FCR measurement methodology

How you measure First Contact Resolution.

We don't measure this

Customer Satisfaction (CSAT)

Average customer satisfaction score for the measurement period.

Score

Scale

Methodology

We don't measure this

Net Promoter Score (NPS)

Net Promoter Score for the measurement period.

NPS score (-100 to +100)

Methodology

We don't measure this

Average Quality Assurance score (%)

Average internal QA score across evaluated contacts for the measurement period.

We don't measure this

Occupancy Rate (%)

Percentage of agents' logged-in time spent on contacts (talking, holding, or in ACW).

We don't measure this

Cost per Contact

Fully loaded cost to serve one contact, including labour, technology, premises, and overhead.

We don't measure this

Cost per Contact basis

What channels are included in your cost per contact calculation.

We don't measure this

Step 5 of 6

People & Retention

Attrition, tenure, absenteeism, and onboarding metrics.

Total annualised attrition (%)

Annualised rate of frontline agents leaving their role, including internal moves and external departures.

We don't measure this

Internal moves — % of total attrition

Of all departures, the percentage who moved to other roles within the same company (promotions, transfers).

We don't measure this

External departures — % of total attrition

Of all departures, the percentage who left the company entirely.

We don't measure this

Voluntary departures — % of external attrition

Of external departures, the percentage who resigned (vs. terminated/redundancies).

We don't measure this

Average tenure — frontline agents (months)

Mean tenure in the frontline role for current agents (whole months).

We don't measure this

Average tenure — Team Leaders (months)

Mean tenure in the Team Leader role for current TLs (whole months).

We don't measure this

Average tenure — Operations Managers (months)

Mean tenure in the Operations Manager role for current managers (whole months).

We don't measure this

Absenteeism rate (%)

Unplanned absence as a percentage of scheduled hours.

We don't measure this

Induction / formal training duration (weeks)

Length of formal training before a new agent takes their first live customer contact (whole weeks).

We don't measure this

Time to proficiency (weeks)

Total time from start date until an agent is considered fully productive (whole weeks).

We don't measure this

Step 6 of 6

Coaching & Management Practices

How you support, develop, and engage your frontline teams.

Scheduled coaching sessions per agent per month

Number of formal, scheduled coaching sessions each frontline agent receives per month.

We don't measure this

Average coaching session duration (minutes)

Typical length of a single coaching session.

We don't measure this

Scheduled 1:1s per agent per month

Number of formal 1:1 meetings between agent and Team Leader per month (separate from coaching).

We don't measure this

Average 1:1 duration (minutes)

Typical length of a 1:1 meeting.

We don't measure this

Off-phone team meetings per month

Number of scheduled team meetings per month where agents are off the phones.

We don't measure this

Average team meeting duration (minutes)

Typical length of a team meeting.

We don't measure this

Daily huddles for frontline teams

Whether your frontline teams have daily standup huddles.

Yes No

We don't measure this

Frontline huddle duration (minutes)

Typical length of a daily frontline huddle.

We don't measure this

Daily huddles for leadership / TL groups

Whether your leadership / Team Leader group has daily standup huddles.

Yes No

We don't measure this

Leadership huddle duration (minutes)

Typical length of a daily leadership huddle.

We don't measure this

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Contact Centre Benchmarking — Submit Your Data

Centre Profile

Workforce Composition

Workforce Demographics

Operational Performance

People & Retention

Coaching & Management Practices

About ACXPA

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Learning & Events

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