Voice Agent Performance Benchmarker

Our benchmarks are compiled from publicly available contact center industry reports including data from ICMI, ContactBabel, and Deloitte surveys. The figures represent median values across thousands of contact centers. Top performer values represent the 90th percentile. We update these annually to reflect current standards.

The performance score is a weighted average across all 10 KPIs. Each metric is scored based on how close your value is to the top performer benchmark. Metrics where higher is better (like FCR, CSAT) are scored proportionally, while metrics where lower is better (like AHT, abandonment) are scored inversely. The weights reflect the relative business impact of each KPI.

The AI projections are based on documented outcomes from real AI voice agent deployments across hundreds of contact centers. For example, the 30-40% AHT reduction comes from AI handling routine inquiries instantly, and the under-5-second speed-to-answer is achievable because AI agents scale instantly. Individual results vary based on call complexity and implementation quality.

Yes, significantly. Healthcare contact centers typically have longer handle times due to compliance requirements, while e-commerce centers have higher self-service rates. Financial services often have stricter first-call-resolution targets. Always compare against your specific industry for meaningful insights rather than generic averages.

Start with the priority improvements our tool identifies -- these are your biggest gaps with the highest potential impact. Common quick wins include implementing call-back queues to reduce abandonment, adding AI-powered self-service for FAQs, and using AI post-call summarization to reduce after-call work time. For a tailored improvement plan, request a consultation with our team.