{
  "publisher": "Call Force Global",
  "title": "Call center KPI benchmark dashboard: 2026 first-party planning data",
  "source_url": "https://callforce.global/tools/call-center-kpi-benchmarks/",
  "as_of": "2026",
  "updated": "2026-08-23",
  "bands_source": "Call Force Global operating ranges across active programs. Not a published third-party benchmark.",
  "notes": "The planning_anchor field is a selected central planning value, not a statistical median. AHT and ASA are in seconds; FCR, CSAT, Occupancy, and SLA are in percent. ASA and SLA are inbound-only and are N/A for outbound-only verticals.",
  "data": [
    { "vertical": "Customer support", "kpi": "AHT", "unit": "seconds", "low": 240, "planning_anchor": 360, "high": 480 },
    { "vertical": "Customer support", "kpi": "FCR", "unit": "percent", "low": 65, "planning_anchor": 75, "high": 85 },
    { "vertical": "Customer support", "kpi": "ASA", "unit": "seconds", "low": 15, "planning_anchor": 25, "high": 45 },
    { "vertical": "Customer support", "kpi": "CSAT", "unit": "percent", "low": 80, "planning_anchor": 88, "high": 94 },
    { "vertical": "Customer support", "kpi": "Occupancy", "unit": "percent", "low": 70, "planning_anchor": 78, "high": 85 },
    { "vertical": "Customer support", "kpi": "SLA", "unit": "percent", "low": 75, "planning_anchor": 82, "high": 90 },
    { "vertical": "Debt collection", "kpi": "AHT", "unit": "seconds", "low": 180, "planning_anchor": 240, "high": 360 },
    { "vertical": "Debt collection", "kpi": "FCR", "unit": "percent", "low": 50, "planning_anchor": 62, "high": 75 },
    { "vertical": "Debt collection", "kpi": "ASA", "unit": "seconds", "low": 10, "planning_anchor": 18, "high": 35 },
    { "vertical": "Debt collection", "kpi": "CSAT", "unit": "percent", "low": 65, "planning_anchor": 75, "high": 85 },
    { "vertical": "Debt collection", "kpi": "Occupancy", "unit": "percent", "low": 75, "planning_anchor": 82, "high": 88 },
    { "vertical": "Debt collection", "kpi": "SLA", "unit": "percent", "low": 70, "planning_anchor": 78, "high": 88 },
    { "vertical": "Medicare AEP", "kpi": "AHT", "unit": "seconds", "low": 300, "planning_anchor": 420, "high": 600 },
    { "vertical": "Medicare AEP", "kpi": "FCR", "unit": "percent", "low": 60, "planning_anchor": 72, "high": 84 },
    { "vertical": "Medicare AEP", "kpi": "ASA", "unit": "seconds", "low": 12, "planning_anchor": 22, "high": 40 },
    { "vertical": "Medicare AEP", "kpi": "CSAT", "unit": "percent", "low": 78, "planning_anchor": 86, "high": 93 },
    { "vertical": "Medicare AEP", "kpi": "Occupancy", "unit": "percent", "low": 72, "planning_anchor": 80, "high": 86 },
    { "vertical": "Medicare AEP", "kpi": "SLA", "unit": "percent", "low": 72, "planning_anchor": 80, "high": 88 },
    { "vertical": "Solar lead gen", "kpi": "AHT", "unit": "seconds", "low": 200, "planning_anchor": 300, "high": 480 },
    { "vertical": "Solar lead gen", "kpi": "FCR", "unit": "percent", "low": 45, "planning_anchor": 58, "high": 72 },
    { "vertical": "Solar lead gen", "kpi": "ASA", "unit": "seconds", "low": 8, "planning_anchor": 15, "high": 30 },
    { "vertical": "Solar lead gen", "kpi": "CSAT", "unit": "percent", "low": 70, "planning_anchor": 80, "high": 88 },
    { "vertical": "Solar lead gen", "kpi": "Occupancy", "unit": "percent", "low": 70, "planning_anchor": 78, "high": 85 },
    { "vertical": "Solar lead gen", "kpi": "SLA", "unit": "percent", "low": 70, "planning_anchor": 78, "high": 86 },
    { "vertical": "B2B SDR (outbound)", "kpi": "AHT", "unit": "seconds", "low": 240, "planning_anchor": 360, "high": 540 },
    { "vertical": "B2B SDR (outbound)", "kpi": "FCR", "unit": "percent", "low": 40, "planning_anchor": 52, "high": 68 },
    { "vertical": "B2B SDR (outbound)", "kpi": "ASA", "unit": "seconds", "low": null, "planning_anchor": null, "high": null },
    { "vertical": "B2B SDR (outbound)", "kpi": "CSAT", "unit": "percent", "low": 70, "planning_anchor": 80, "high": 88 },
    { "vertical": "B2B SDR (outbound)", "kpi": "Occupancy", "unit": "percent", "low": 65, "planning_anchor": 72, "high": 80 },
    { "vertical": "B2B SDR (outbound)", "kpi": "SLA", "unit": "percent", "low": null, "planning_anchor": null, "high": null },
    { "vertical": "Insurance", "kpi": "AHT", "unit": "seconds", "low": 280, "planning_anchor": 380, "high": 540 },
    { "vertical": "Insurance", "kpi": "FCR", "unit": "percent", "low": 60, "planning_anchor": 70, "high": 82 },
    { "vertical": "Insurance", "kpi": "ASA", "unit": "seconds", "low": 12, "planning_anchor": 22, "high": 38 },
    { "vertical": "Insurance", "kpi": "CSAT", "unit": "percent", "low": 78, "planning_anchor": 86, "high": 92 },
    { "vertical": "Insurance", "kpi": "Occupancy", "unit": "percent", "low": 72, "planning_anchor": 80, "high": 86 },
    { "vertical": "Insurance", "kpi": "SLA", "unit": "percent", "low": 75, "planning_anchor": 82, "high": 90 },
    { "vertical": "Home services", "kpi": "AHT", "unit": "seconds", "low": 180, "planning_anchor": 240, "high": 360 },
    { "vertical": "Home services", "kpi": "FCR", "unit": "percent", "low": 65, "planning_anchor": 75, "high": 85 },
    { "vertical": "Home services", "kpi": "ASA", "unit": "seconds", "low": 5, "planning_anchor": 12, "high": 25 },
    { "vertical": "Home services", "kpi": "CSAT", "unit": "percent", "low": 78, "planning_anchor": 85, "high": 92 },
    { "vertical": "Home services", "kpi": "Occupancy", "unit": "percent", "low": 68, "planning_anchor": 75, "high": 82 },
    { "vertical": "Home services", "kpi": "SLA", "unit": "percent", "low": 78, "planning_anchor": 85, "high": 92 },
    { "vertical": "Healthcare", "kpi": "AHT", "unit": "seconds", "low": 240, "planning_anchor": 360, "high": 480 },
    { "vertical": "Healthcare", "kpi": "FCR", "unit": "percent", "low": 60, "planning_anchor": 72, "high": 84 },
    { "vertical": "Healthcare", "kpi": "ASA", "unit": "seconds", "low": 15, "planning_anchor": 28, "high": 50 },
    { "vertical": "Healthcare", "kpi": "CSAT", "unit": "percent", "low": 80, "planning_anchor": 88, "high": 94 },
    { "vertical": "Healthcare", "kpi": "Occupancy", "unit": "percent", "low": 70, "planning_anchor": 78, "high": 85 },
    { "vertical": "Healthcare", "kpi": "SLA", "unit": "percent", "low": 72, "planning_anchor": 80, "high": 88 },
    { "vertical": "Other", "kpi": "AHT", "unit": "seconds", "low": 240, "planning_anchor": 360, "high": 480 },
    { "vertical": "Other", "kpi": "FCR", "unit": "percent", "low": 60, "planning_anchor": 70, "high": 82 },
    { "vertical": "Other", "kpi": "ASA", "unit": "seconds", "low": 12, "planning_anchor": 22, "high": 40 },
    { "vertical": "Other", "kpi": "CSAT", "unit": "percent", "low": 75, "planning_anchor": 85, "high": 92 },
    { "vertical": "Other", "kpi": "Occupancy", "unit": "percent", "low": 70, "planning_anchor": 78, "high": 85 },
    { "vertical": "Other", "kpi": "SLA", "unit": "percent", "low": 72, "planning_anchor": 80, "high": 88 }
  ]
}