Talkdesk KPI benchmarking report

The time has come to view contact centers as strategic assets, not just cost centers. Leveraging artificial intelligence (AI) is allowing for this shift in mindset. Investing in AI-powered routing, analytics, and agent tools to deliver service that is responsive, contextually intelligent, and personalized is crucial. These advancements enable human agents to deliver consistent, empathetic service at scale while simultaneously driving down operational costs. 

The Talkdesk 2025 KPI Benchmarking Report delivers proprietary, real-world data and actionable insights for CX leaders seeking to optimize performance and navigate the transition to an AI-driven customer experience. The analysis draws on aggregated performance data from nearly 3,000 Talkdesk customers across six continents, totaling over 712 million calls in four major industries: Retail, financial services and insurance (FSI), travel and hospitality, and healthcare and life sciences (HLS). 

Download the report to learn key takeaways like this: 

• Average speed of answer (ASA) dropped dramatically by 39 percent to a mere 8 seconds, showing how AI-powered routing is connecting customers faster. 
• Average hold time and average waiting time both decreased by 23 percent, reflecting better forecasting, staffing, and agent empowerment through integrated tools.
• Customer satisfaction (CSAT) saw a significant 12.5 percent increase to 4.5, demonstrating that faster, more reliable service is building genuine customer loyalty. 
• Service level remained stable at 75.3 percent, proving that organizations are maintaining quality and consistency even as call volumes and complexity rise.