This page details the key performance benchmarks and indicators measured across all Gladly customers, displayed as the average 
and median . You can decide which measure aligns best with your contact center goals. By understanding your contact center performance against these benchmarks, you can identify areas for improvement to ensure you are providing the best service experience possible or use it purely for informational purposes.
This benchmark data was collected over a year from hundreds of active Gladly customers and includes data from various industries, including but not limited to retail, health, and hospitality.
Key benchmarks overview #
Use the benchmark data as a guide to help you understand how your contact center is performing against other Gladly customers. Assess this data subjectively based on your contact center goals or contact center’s measures of success when compared against these benchmarks.
As a Gladly customer, you can measure your performance using the following key benchmarks, provided as the median and average from anonymized data across all Gladly customers:
- First Contact Resolution (FCR)
- Contact Handle Time (CHT)
- After Contact Time (ACT)
- Wait Time
- Channel Mix
First Contact Resolution (FCR) #
Issues were resolved during an Agent’s first interaction with the Customer without additional follow-up. FCR is one of the critical indicators of operational efficiency. Higher FCR rates typically correlate with improved customer experiences and reduced workload for Agents.
| Voice | Chat | SMS | ||
|---|---|---|---|---|
| Median | 68% | 66% | 72% | 57% |
| Average | 67% | 66% | 70% | 55% |
Contact Handle Time (CHT) #
Measures (in minutes) the total time an Agent spends on a Customer Profile while there’s an active Contact (i.e., a message). Monitoring CHT allows you to assess the efficiency of your service team. A lower CHT can indicate efficient problem resolution, but balancing efficiency with Customer satisfaction is essential.
| Voice | Chat | SMS | ||
|---|---|---|---|---|
| Median | 4.9 | 4.9 | 8.7 | 5.1 |
| Average | 4.9 | 5.5 | 8.4 | 6.2 |
After Contact Time (ACT) #
The period (in minutes) an Agent spends post-Contact (e.g., a phone call, a chat) before a new Customer is routed to them. ACT is critical for understanding your Agents’ total workload. Reducing ACT can increase capacity for handling more interactions and improve overall efficiency.
| Voice | Chat | SMS | ||
|---|---|---|---|---|
| Median | 1.1 | 0.1 | 0.3 | 0.1 |
| Average | 1.3 | 0.2 | 0.4 | 0.2 |
Wait Time #
Refers to the time Customers spend waiting to be assisted by an Agent. In certain industries like hospitality or retail, short Wait Times are critical for quick resolutions, while in healthcare or financial services, longer Wait Times may be acceptable for more complex inquiries. Acceptable Wait Times also depend on the issue’s urgency, making it essential to align with industry standards and your Customer expectations.
| Voice | Chat | SMS | ||
|---|---|---|---|---|
| Median | 0.8 mins | 11 hrs | 2.6 mins | 3.1 hrs |
| Average | 1.4 mins | 19.3 hrs | 8.3 mins | 4.8 hrs |
Channel Mix #
Refers to the distribution of Contacts across different communication Channels (e.g., phone, email, chat, social media). Use this information to optimize resource allocation and improve customer satisfaction by ensuring you meet customers where they prefer to engage.
| Voice | Chat | SMS | ||
|---|---|---|---|---|
| Median | 25% | 66% | 12% | 13% |
| Average | 32% | 62% | 15% | 19% |
Channel Mix is a bit unique as there’s not a specific percentage you may want to align against. Still, you can use this benchmark to get a sense of what a comparable Channel Mix might look like based on this data for your contact center.
Interpret results #
Above Median/Average
If your performance is above the median for any benchmark, you perform better than the average Gladly customer. Continue with your current strategies and look for ways to enhance performance further. Note that the reverse is true for Contact Handle Time and After Contact Time, where being below the median/average is ideal.
At Median/Average
Performing at the median indicates you are in line with the industry average. Consider setting goals for improvement in specific areas.
Below Median/Average: If your metrics fall below the median, analyze the underlying causes and develop targeted strategies to improve performance.
Improve your benchmarks #
Analyze Data
Regularly review these benchmark data to identify trends and areas for improvement.
Implement Training
Provide ongoing training to Agents to enhance their skills and efficiency across your Channels.
Leverage Technology
Utilize Gladly’s features to streamline processes and reduce handling times.
Solicit Feedback
Gather feedback from Customers and Agents to refine your support strategies continuously.
By leveraging the benchmarking tools available through Gladly, you can gain valuable insights into your contact center performance. Regularly monitoring these benchmarks will help you enhance your strategies, improve efficiency, and deliver a superior service experience.
