2026 Industry Benchmark Report
Know WhereYou Stand
Real performance data across four industry verticals.
See how you compare.
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Companies Analyzed
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Industry Verticals
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Key Metrics
Metrics Tracked
Explore by Industry
See how each vertical performs across key contact center metrics
The Metrics That Matter
How industries compare across 5 critical performance indicators
QA Score
Quality assurance scores measure adherence to scripts, compliance, and overall interaction quality.
Healthcare93.3
Financial Services86.1
Retail82.7
Tech & Telecom75.2
CSAT
Customer satisfaction scores capture how customers feel about their service experience.
Tech & Telecom90.3
Healthcare83.1
Retail75.8
Financial Services65.4
NPS
Net Promoter Score indicates customer loyalty and likelihood to recommend.
Healthcare72.1
Retail52.3
Tech & Telecom47.7
Financial Services42.3
FCR
First Contact Resolution measures how often issues are solved in a single interaction.
Retail76.5
Tech & Telecom75.5
Financial Services72.7
Healthcare66.4
Transfer Rate
The percentage of calls transferred to another agent. Lower is better.
Healthcare10.9%
Financial Services11.4%
Tech & Telecom13.1%
Retail22.5%
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