{
  "publisher": "Call Force Global",
  "title": "Call center KPI benchmark dashboard: 2026 industry data",
  "source_url": "https://callforce.global/tools/call-center-kpi-benchmarks/",
  "as_of": "2026",
  "retrieved": "2026-06-20",
  "bands_source": "ContactBabel 2026 + CFG operational data",
  "notes": "AHT and ASA in seconds; FCR, CSAT, Occupancy, SLA 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, "median": 360, "high": 480 },
    { "vertical": "Customer support", "kpi": "FCR", "unit": "percent", "low": 65, "median": 75, "high": 85 },
    { "vertical": "Customer support", "kpi": "ASA", "unit": "seconds", "low": 15, "median": 25, "high": 45 },
    { "vertical": "Customer support", "kpi": "CSAT", "unit": "percent", "low": 80, "median": 88, "high": 94 },
    { "vertical": "Customer support", "kpi": "Occupancy", "unit": "percent", "low": 70, "median": 78, "high": 85 },
    { "vertical": "Customer support", "kpi": "SLA", "unit": "percent", "low": 75, "median": 82, "high": 90 },
    { "vertical": "Debt collection", "kpi": "AHT", "unit": "seconds", "low": 180, "median": 240, "high": 360 },
    { "vertical": "Debt collection", "kpi": "FCR", "unit": "percent", "low": 50, "median": 62, "high": 75 },
    { "vertical": "Debt collection", "kpi": "ASA", "unit": "seconds", "low": 10, "median": 18, "high": 35 },
    { "vertical": "Debt collection", "kpi": "CSAT", "unit": "percent", "low": 65, "median": 75, "high": 85 },
    { "vertical": "Debt collection", "kpi": "Occupancy", "unit": "percent", "low": 75, "median": 82, "high": 88 },
    { "vertical": "Debt collection", "kpi": "SLA", "unit": "percent", "low": 70, "median": 78, "high": 88 },
    { "vertical": "Medicare AEP", "kpi": "AHT", "unit": "seconds", "low": 300, "median": 420, "high": 600 },
    { "vertical": "Medicare AEP", "kpi": "FCR", "unit": "percent", "low": 60, "median": 72, "high": 84 },
    { "vertical": "Medicare AEP", "kpi": "ASA", "unit": "seconds", "low": 12, "median": 22, "high": 40 },
    { "vertical": "Medicare AEP", "kpi": "CSAT", "unit": "percent", "low": 78, "median": 86, "high": 93 },
    { "vertical": "Medicare AEP", "kpi": "Occupancy", "unit": "percent", "low": 72, "median": 80, "high": 86 },
    { "vertical": "Medicare AEP", "kpi": "SLA", "unit": "percent", "low": 72, "median": 80, "high": 88 },
    { "vertical": "Solar lead gen", "kpi": "AHT", "unit": "seconds", "low": 200, "median": 300, "high": 480 },
    { "vertical": "Solar lead gen", "kpi": "FCR", "unit": "percent", "low": 45, "median": 58, "high": 72 },
    { "vertical": "Solar lead gen", "kpi": "ASA", "unit": "seconds", "low": 8, "median": 15, "high": 30 },
    { "vertical": "Solar lead gen", "kpi": "CSAT", "unit": "percent", "low": 70, "median": 80, "high": 88 },
    { "vertical": "Solar lead gen", "kpi": "Occupancy", "unit": "percent", "low": 70, "median": 78, "high": 85 },
    { "vertical": "Solar lead gen", "kpi": "SLA", "unit": "percent", "low": 70, "median": 78, "high": 86 },
    { "vertical": "B2B SDR (outbound)", "kpi": "AHT", "unit": "seconds", "low": 240, "median": 360, "high": 540 },
    { "vertical": "B2B SDR (outbound)", "kpi": "FCR", "unit": "percent", "low": 40, "median": 52, "high": 68 },
    { "vertical": "B2B SDR (outbound)", "kpi": "ASA", "unit": "seconds", "low": null, "median": null, "high": null },
    { "vertical": "B2B SDR (outbound)", "kpi": "CSAT", "unit": "percent", "low": 70, "median": 80, "high": 88 },
    { "vertical": "B2B SDR (outbound)", "kpi": "Occupancy", "unit": "percent", "low": 65, "median": 72, "high": 80 },
    { "vertical": "B2B SDR (outbound)", "kpi": "SLA", "unit": "percent", "low": null, "median": null, "high": null },
    { "vertical": "Insurance", "kpi": "AHT", "unit": "seconds", "low": 280, "median": 380, "high": 540 },
    { "vertical": "Insurance", "kpi": "FCR", "unit": "percent", "low": 60, "median": 70, "high": 82 },
    { "vertical": "Insurance", "kpi": "ASA", "unit": "seconds", "low": 12, "median": 22, "high": 38 },
    { "vertical": "Insurance", "kpi": "CSAT", "unit": "percent", "low": 78, "median": 86, "high": 92 },
    { "vertical": "Insurance", "kpi": "Occupancy", "unit": "percent", "low": 72, "median": 80, "high": 86 },
    { "vertical": "Insurance", "kpi": "SLA", "unit": "percent", "low": 75, "median": 82, "high": 90 },
    { "vertical": "Home services", "kpi": "AHT", "unit": "seconds", "low": 180, "median": 240, "high": 360 },
    { "vertical": "Home services", "kpi": "FCR", "unit": "percent", "low": 65, "median": 75, "high": 85 },
    { "vertical": "Home services", "kpi": "ASA", "unit": "seconds", "low": 5, "median": 12, "high": 25 },
    { "vertical": "Home services", "kpi": "CSAT", "unit": "percent", "low": 78, "median": 85, "high": 92 },
    { "vertical": "Home services", "kpi": "Occupancy", "unit": "percent", "low": 68, "median": 75, "high": 82 },
    { "vertical": "Home services", "kpi": "SLA", "unit": "percent", "low": 78, "median": 85, "high": 92 },
    { "vertical": "Healthcare", "kpi": "AHT", "unit": "seconds", "low": 240, "median": 360, "high": 480 },
    { "vertical": "Healthcare", "kpi": "FCR", "unit": "percent", "low": 60, "median": 72, "high": 84 },
    { "vertical": "Healthcare", "kpi": "ASA", "unit": "seconds", "low": 15, "median": 28, "high": 50 },
    { "vertical": "Healthcare", "kpi": "CSAT", "unit": "percent", "low": 80, "median": 88, "high": 94 },
    { "vertical": "Healthcare", "kpi": "Occupancy", "unit": "percent", "low": 70, "median": 78, "high": 85 },
    { "vertical": "Healthcare", "kpi": "SLA", "unit": "percent", "low": 72, "median": 80, "high": 88 },
    { "vertical": "Other", "kpi": "AHT", "unit": "seconds", "low": 240, "median": 360, "high": 480 },
    { "vertical": "Other", "kpi": "FCR", "unit": "percent", "low": 60, "median": 70, "high": 82 },
    { "vertical": "Other", "kpi": "ASA", "unit": "seconds", "low": 12, "median": 22, "high": 40 },
    { "vertical": "Other", "kpi": "CSAT", "unit": "percent", "low": 75, "median": 85, "high": 92 },
    { "vertical": "Other", "kpi": "Occupancy", "unit": "percent", "low": 70, "median": 78, "high": 85 },
    { "vertical": "Other", "kpi": "SLA", "unit": "percent", "low": 72, "median": 80, "high": 88 }
  ]
}