I am looking for the Inductry standards for recent Service level and other KPI's in India for a contact centre supporting e-commerce industry through calls, emails, whatsapp and Instagram
The industry standards for service level and other key performance indicators (KPIs) in the contact center supporting the e-commerce industry in India can vary based on specific business requirements and customer expectations. However, I can provide you with some general industry that are commonly used as a reference for performance evaluation in this sector.
Service Level (SL): The industry service level for contact centers in the e-commerce industry typically ranges between 70% to 80% for voice-based interactions and 80% to90% for non-voice channels such as emails, WhatsApp, and Instagram. Service level is the percentage of contacts (calls, messages, etc.) answered within a certain period, usually within20-30 seconds for voice and within a few minutes for non-voice channels.
Average Handling Time (AHT): For voice-based interactions, the average handling time target is often around 5 to 7 minutes. For non-voice channels like emails, WhatsApp and Instagram, the AHT benchmark varies, but it can be around24 to 48 hours for resolving customer queries or issues.
First Call Resolution (FCR): The industry standard for FCR in e-commerce contact is generally between 70% to 80%. FCR represents the percentage of customer issues inquiries resolved during the first interaction, without the need for the to follow up.
Customer Satisfaction (CSAT) Score: The average industry benchmark for CSAT score in the e-commerce contact center is typically around 85% to 90%. CSAT measures the level of satisfaction with the service provided.
Response Time for Non-Voice Channels: For-voice channels like emails, WhatsApp, and Instagram, the industry standard response time target can range from a few hours to 24 hours, depending on the nature the inquiry and the urgency.
These benchmarks can serve as a starting point for evaluating and benchmarking the performance of a contact center supporting the e-commerce industry in India. It's important to note that these standards can vary based on the specific business and customer requirements so it's advisable to tailor these KPIs according to the unique needs of your organization and its customers.