{"id":117157,"date":"2022-05-23T00:10:59","date_gmt":"2022-05-22T22:10:59","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/5-metricas-del-centro-de-llamadas-para-un-benchmarking-exitoso\/"},"modified":"2026-02-11T12:41:38","modified_gmt":"2026-02-11T10:41:38","slug":"5-metricas-del-centro-de-llamadas-para-un-benchmarking-exitoso","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/es\/blog\/5-metricas-del-centro-de-llamadas-para-un-benchmarking-exitoso\/","title":{"rendered":"10 m\u00e9tricas clave de un call center para benchmarking"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading\">Call Center Benchmarking: 10 Key Metrics &amp; Industry Standards<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/es\/programa-una-demo\/\" style=\"border-radius:3px\">CONT\u00c1CTANOS<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/es\/cloudtalk-14-dias-de-prueba-gratuita\/\" style=\"border-radius:3px\">PRU\u00c9BALO GRATIS<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1024x576.png\" alt=\"call-center-metrics-for-successful-benchmarking\" class=\"wp-image-207446\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\"><strong>Did you know that U.S. businesses risk losing $856\u202fbillion annually due to poor customer service?<sup>1<\/sup> This alone is why call center benchmarking matters.<\/strong><\/p>\n\n\n\n<p>Today we\u2019ll help you optimize all of your call center\u2019s operations to maximize customer satisfaction, employee productivity, revenue generation, and more.<\/p>\n\n\n\n<p>Discover 10 key call center metrics to track, call center industry standards to follow, and best practices to implement.<\/p>\n\n\n\n<p><strong>Puntos clave:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Call center benchmarking enhances performance insights, drives optimization, supports goal-setting, and ensures better decision-making.<\/li>\n\n\n\n<li>You can apply competitive benchmarking to outpace market rivals, or performance benchmarking to maintain a strong industry position.<\/li>\n\n\n\n<li>Choose the right call center KPIs, track call center industry benchmarks, and set clear, realistic goals to guide your strategy.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel is-style-image-left\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<figure class=\"wp-block-image size-large is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration2.svg\" alt=\"\" class=\"wp-image-201198\"\/><\/figure>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong><strong><strong><strong><strong><strong><strong>Benchmark smarter, fix gaps faster, and stop letting bad service bleed your revenue.<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/es\/programa-una-demo\/\">Book a Demo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">\u00bfQu\u00e9 es la evaluaci\u00f3n comparativa de centros de llamadas?<\/h2>\n\n\n\n<p>Call center benchmarking means <strong>strategically tracking your internal performance metrics and comparing them<\/strong> to industry standards, competitors, or top-performing contact centers.<\/p>\n\n\n\n<p>This form of contact center benchmarking can be applied across every aspect of your operation: from call handling to customer satisfaction to cost per call. It helps teams identify where they\u2019re excelling, where they\u2019re falling short, and what they need to optimize next.<\/p>\n\n\n\n<p>In other words, benchmarking isn\u2019t just about comparison: it\u2019s about continuous improvement and <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-optimization\/\">optimization<\/a> through measurable, actionable insights.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Start benchmarking like a boss today. The first 14 days are on us. No CC needed.<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration4.svg\" alt=\"\" class=\"wp-image-201222\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/es\/cloudtalk-14-dias-de-prueba-gratuita\/\">Start Free Trial<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">\u00bfPor qu\u00e9 es importante la evaluaci\u00f3n comparativa de los centros de llamadas?<\/h3>\n\n\n\n<p>While it\u2019s hard to capture the full impact of call center benchmarking in a single metric, its value is clear in how it improves visibility, efficiency, and strategic focus.<\/p>\n\n\n\n<p><strong>Here\u2019s why benchmarking matters:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Clear operational\u00a0 baselines<\/strong><strong><br\/><\/strong>Benchmarking creates a stable reference point to measure performance accurately and track progress over time.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Targeted Efficiency Gains<\/strong><strong><br\/><\/strong>Benchmarking shows exactly <strong>where you&#8217;re losing time or money<\/strong>, including key call center metrics such as resolution speed, wait time, and <a href=\"https:\/\/test-staging.cloudtalk.io\/agent-status\/\">agent status<\/a> (idle\/occupied).<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>KPI Context That Matters<\/strong><strong><br\/><\/strong>Benchmarking gives your metrics meaning by comparing them to relevant call center KPI benchmarks by industry.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Data-Driven Decision-Making<br\/><\/strong>It turns performance data into clear next steps, helping you prioritize changes that drive results. <strong>G2 predicts the digital experience platform (DXP) market will grow at nearly 12% CAGR<\/strong>\u00b2 (compound annual growth rate) <strong>through 2030<\/strong>. This shows why <a href=\"https:\/\/test-staging.cloudtalk.io\/analytics\/\" data-type=\"link\" data-id=\"https:\/\/test-staging.cloudtalk.io\/analytics\/\">call center analytics<\/a> and benchmarking are now must-have investments.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Higher Operational Efficiency<\/strong><strong><br\/><\/strong>By aligning your processes with industry standard call center metrics, you improve process performance and r<strong>educe your <\/strong><strong>call center cost per call<\/strong><strong>.<\/strong><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer Experience Improvements<\/strong><strong><br\/><\/strong>Benchmarking exposes the service issues customers notice most\u2014like slow answers or poor handoffs\u2014so you can remove friction.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Stronger Competitive Advantage<\/strong><strong><br\/><\/strong>It helps your contact center benchmarking efforts stay focused on what actually moves the needle in a crowded market.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Tipos de Benchmarking de Call Center<\/h2>\n\n\n\n<p>Call center benchmarking encompasses two main types: competitive and process benchmarking. Understanding these will <strong>help your business outpace competitors or refine internal processes<\/strong>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">1. Competitive Benchmarking<\/h4>\n\n\n\n<p>Se centra en un \u00fanico objetivo (es decir, el competidor directo), tratando de igualarlo o, idealmente, superarlo en un aspecto determinado.<\/p>\n\n\n\n<p><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Mejorar las \u00e1reas de negocio problem\u00e1ticas<\/li>\n\n\n\n<li>Strengthening competitive viability<\/li>\n\n\n\n<li>Ofertas ganadoras<\/li>\n\n\n\n<li>Creciente cuota de mercado<\/li>\n<\/ul>\n\n\n\n<p><strong>Use Case:<\/strong><\/p>\n\n\n\n<p>Imagine you receive negative feedback regarding your customer service from a customer who leaves for a competitor. After analyzing both your and the other company\u2019s review profiles, you find a recurring theme.<\/p>\n\n\n\n<p>You benchmark customer-facing metrics, like <strong>wait times, first call resolution, and satisfaction<\/strong>, against theirs. Based on the results, you set new <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/10-most-important-call-center-kpis-you-should-be-tracking\/\">call center KPIs<\/a> (Key Performance Indicators), launch targeted training, and <strong>optimize <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-flow\/\"><strong>call flows<\/strong><\/a><strong> to regain lost ground<\/strong>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">2. Process Benchmarking<\/h4>\n\n\n\n<p>Focuses on overall <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-operations\/\">call center operations<\/a>, identifying areas for improvement by measuring current statistics and comparing them against call center industry benchmarks and contact center industry standards.<\/p>\n\n\n\n<p><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Informaci\u00f3n detallada sobre el rendimiento actual<\/li>\n\n\n\n<li>Oportunidades de optimizaci\u00f3n procesables<\/li>\n\n\n\n<li>Maintained market position<\/li>\n<\/ul>\n\n\n\n<p><strong>Use Case:<\/strong><\/p>\n\n\n\n<p>Imagine you implement a call center benchmarking tool like <a href=\"https:\/\/test-staging.cloudtalk.io\/analytics\/\">Call Center Analytics<\/a>. Over time, you discover outbound conversions trail behind industry-standard call center metrics, while inbound leads exceed expectations.<\/p>\n\n\n\n<p><strong>This suggests reallocating resources from inbound to outbound<\/strong>, investing in tools like <a href=\"https:\/\/test-staging.cloudtalk.io\/power-dialer\/\">Power Dialer<\/a> (faster, more efficient outreach), adjusting <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/cold-calling-scripts\/\">cold calling scripts<\/a>, and improving agent training.The result: better balance, optimized resource use, and improved call center KPI benchmark performance.<\/p>\n\n\n\n<div class=\"wp-block-group note\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong><strong>Pro Tip<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<p><strong><em>Pro Tip:<\/em><\/strong><em> Call center benchmarking isn\u2019t just about where you stand. A call center benchmarking report helps you track progress over time and see how quickly your team improves.<\/em><\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">10 M\u00e9tricas Esenciales del Centro de Llamadas para la Evaluaci\u00f3n Comparativa<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-are-call-tracking-metrics\/\">Call center tracking metrics<\/a> are foundational to benchmarking and operational improvements.<\/p>\n\n\n\n<p>While metrics can vary based on goals (e.g., improving first call resolution or lowering call abandonment rate), <strong>these 10 should be on every team\u2019s radar<\/strong>:<\/p>\n\n\n\n<p><strong>1. Conversion Rate<\/strong>: The percentage of <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-outbound-calling\/\">outbound calls<\/a> that result in a desired outcome, such as a sale, appointment booking, or lead generation. It measures the effectiveness of outbound sales efforts in converting prospects into customers or qualified leads as tracked in call center benchmarks.<\/p>\n\n\n\n<p><strong>Global Benchmark<\/strong>: <a href=\"https:\/\/www.cognism.com\/blog\/cold-calling-success-rates\" rel=\"nofollow noopener\" target=\"_blank\">2.5%<\/a><\/p>\n\n\n\n<p><strong>2. Average Call Duration:<\/strong> The average length of time spent on <a href=\"https:\/\/test-staging.cloudtalk.io\/outbound-sales\/\">outbound sales<\/a> calls. This metric provides insights into the efficiency of sales conversations and helps identify opportunities to streamline interactions, based on call centre metrics industry standards.<\/p>\n\n\n\n<p><strong>Global Benchmark<\/strong>: <a href=\"https:\/\/readymode.com\/call-center-statistics-trends-and-best-practices-2025\/\" rel=\"nofollow noopener\" target=\"_blank\">~5 minutes<\/a><\/p>\n\n\n\n<p><strong>3. Lead Response Time:<\/strong> The time elapsed between receiving a lead and making the first outbound sales call. Rapid response times are crucial for engaging prospects while their interest is high and increasing the likelihood of conversion, making it a vital call center KPI benchmark.<\/p>\n\n\n\n<p><strong>Global Benchmark:<\/strong> <a href=\"https:\/\/www.timedoctor.com\/blog\/outbound-call-center-metrics\/\" rel=\"nofollow noopener\" target=\"_blank\">Industry-specific<\/a><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Healthcare: ~2\u202fh 5\u202fmin<\/li>\n\n\n\n<li>Telecommunications: ~16\u202fmin<\/li>\n\n\n\n<li>Small Business: ~48\u202fmin<\/li>\n\n\n\n<li>Mid-Size Business: ~1\u202fh\u202f38\u202fmin<\/li>\n\n\n\n<li>Enterprise: ~1\u202fh\u202f28\u202fmin<\/li>\n<\/ul>\n\n\n\n<p><strong>4. Dialing Efficiency:<\/strong> The ratio of successful connections to attempted outbound calls, often expressed as a percentage. Dialing efficiency measures the effectiveness of reaching prospects and helps optimize calling strategies to maximize contact rates, in line with contact center benchmarks.<\/p>\n\n\n\n<p><strong>Global Benchmark: <\/strong><a href=\"https:\/\/rep.ai\/blog\/cold-calling-statistics\/\" rel=\"nofollow noopener\" target=\"_blank\">~25\u201330%<\/a><\/p>\n\n\n\n<p><strong>5. Pipeline Velocity:<\/strong> The rate at which prospects move through the sales pipeline from initial contact to conversion. Outbound sales activities influence <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/high-velocity-sales\/\">pipeline velocity<\/a> and offer insights into the effectiveness of sales processes and the overall health of the funnel.<\/p>\n\n\n\n<p><strong>Global Benchmark:<\/strong> Varies widely\u2014<a href=\"https:\/\/foundryco.com\/our-solutions\/software\/\" rel=\"nofollow noopener\" target=\"_blank\">calculate yours<\/a><\/p>\n\n\n\n<p><strong>6. Average Speed of Answer (ASA):<\/strong> The average time it takes for incoming calls to be answered by a support agent. ASA is a measure of call center responsiveness and customer wait times.<\/p>\n\n\n\n<p><strong>Global Benchmark:<\/strong> <a href=\"https:\/\/www.sprinklr.com\/blog\/call-center-statistics\/\" rel=\"nofollow noopener\" target=\"_blank\">~28 seconds<\/a><\/p>\n\n\n\n<p><strong>7. First Call Resolution (FCR):<\/strong> The percentage of incoming calls resolved during the first interaction with a support agent without the need for escalation or follow-up. <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/first-call-resolution-definition-measurement-best-practices\/\">FCR<\/a> is an indicator of customer satisfaction and operational efficiency.<\/p>\n\n\n\n<p><strong>Global Benchmark: <\/strong><a href=\"https:\/\/www.einpresswire.com\/article\/646740572\/call-center-benchmarks\" rel=\"nofollow noopener\" target=\"_blank\">~68%<\/a><\/p>\n\n\n\n<p><strong>8. Average Handling Time (AHT):<\/strong> The average duration of incoming calls, from when a support agent answers them to when they are completed. AHT measures the efficiency of support interactions and helps identify opportunities for streamlining processes aligned with call center standards.<\/p>\n\n\n\n<p><strong>Global Benchmark: <\/strong><a href=\"https:\/\/www.sprinklr.com\/blog\/call-center-statistics\/\" rel=\"nofollow noopener\" target=\"_blank\">~6 minutes 10 seconds<\/a><\/p>\n\n\n\n<p><strong>9. Call Abandonment Rate: <\/strong>The percentage of incoming calls that customers abandon while waiting to speak with a support agent. A high abandonment rate or too many <a href=\"https:\/\/test-staging.cloudtalk.io\/missed-calls\/\">missed calls<\/a> may indicate long wait times or inadequate staffing, as defined in contact center industry standards.<\/p>\n\n\n\n<p><strong>Global Benchmark:<\/strong> <a href=\"https:\/\/www.sprinklr.com\/blog\/call-center-statistics\/\" rel=\"nofollow noopener\" target=\"_blank\">5% (target)<\/a><\/p>\n\n\n\n<p><strong>10. Customer Satisfaction Score (CSAT):<\/strong> A metric used to measure customer satisfaction with the support experience, typically collected through post-call surveys or feedback mechanisms. <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/csat-score-meaning\/\">CSAT scores<\/a> reflect interaction quality and service delivery, and drop sharply as hold times increase, making this a key benchmark for CX.<\/p>\n\n\n\n<p><strong>Global Benchmark:<\/strong> <a href=\"https:\/\/www.einpresswire.com\/article\/646740572\/call-center-benchmarks\" rel=\"nofollow noopener\" target=\"_blank\"><strong>~77%<\/strong> (very satisfied<\/a><strong>)<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"577\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-1024x577.png\" alt=\"\" class=\"wp-image-299364\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-1024x577.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-768x433.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-1536x865.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-2048x1154.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-1917x1080.png 1917w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-1317x742.png 1317w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Best-Days-to-Make-Calls-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>LKN Strategies cut abandonment by 40% and boosted FCR by 20% with CloudTalk. See how!<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"336\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/11\/CT_Web_Banner_General_Illustration_03.svg\" alt=\"Messages illustration\" class=\"wp-image-315\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/customer-stories\/lkn-strategies\/\">Read Full Case Study<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Industry Examples of Benchmarking<\/h2>\n\n\n\n<p>Every industry has unique customer needs and benchmarks. Here are four sectors where call center benchmarking proves incredibly valuable, along with benchmarks to aim for and context-specific best practices:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Healthcare<\/h3>\n\n\n\n<p>Complex patient queries and compliance demands make efficiency and accuracy top priorities. Best-in-class healthcare centers aim for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>FCR:<\/strong> ~71%<\/li>\n\n\n\n<li><strong>AHT:<\/strong> ~6.6 minutes<\/li>\n\n\n\n<li><strong>Abandonment:<\/strong> ~7%<\/li>\n<\/ul>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/healthcare-call-center-benchmarks\/\">Benchmarking in healthcare<\/a> helps balance empathetic care with operational discipline, making it ideal for teams handling sensitive patient calls.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Finance and Insurance<\/h3>\n\n\n\n<p>Both the <a href=\"https:\/\/test-staging.cloudtalk.io\/call-center-software-for-financial-services-and-insurance\/\">finance and insurance<\/a> sectors demand speed, accuracy, and secure handling of complex queries.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>FCR:<\/strong> ~67%\u201371%<\/li>\n\n\n\n<li><strong>AHT:<\/strong> 6\u20137 minutes<\/li>\n\n\n\n<li><strong>CSAT:<\/strong> 80%+<\/li>\n\n\n\n<li><strong>Call Transfer Rate (Insurance):<\/strong> ~12%<\/li>\n<\/ul>\n\n\n\n<p>Benchmarking against industry-standard call center metrics helps these teams reduce escalations, improve resolution accuracy, and maintain trust while staying within strict regulatory limits.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Retail<\/h3>\n\n\n\n<p>Retail\u2019s transactional nature enables high-resolution rates and speedy service:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>FCR:<\/strong> ~78%<\/li>\n\n\n\n<li><strong>ASA:<\/strong> &lt;30 seconds<\/li>\n<\/ul>\n\n\n\n<p>Meeting benchmarks for quick resolutions and digital experience helps <a href=\"https:\/\/test-staging.cloudtalk.io\/retail-call-center-solution\/\">retail call centers<\/a> manage high volume and support omnichannel expectations.<\/p>\n\n\n\n<div class=\"wp-block-group note\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong><strong>Pro Tip<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<p><em><strong><em>Pro Tip:<\/em><\/strong><em> Use call center industry benchmarks and contact center industry standards to tailor your strategy to your sector\u2019s service demands and competitive edge.<\/em><\/em><\/p>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Benchmark smarter, hit your KPIs faster, and turn every missed target into measurable wins.<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"465\" height=\"443\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/11\/CT_Web_Banner_General_Illustration_02.svg\" alt=\"Desktop phones illustration\" class=\"wp-image-313\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/es\/cloudtalk-14-dias-de-prueba-gratuita\/\">Try for Free Today<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Los 5 Pasos Expertos Para Empezar a Seguir tus M\u00e9tricas<\/h2>\n\n\n\n<p>Benchmarking can seem overwhelming at first, but getting started is straightforward. Follow these five expert-backed steps to build a performance-driven call center strategy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Define Key Performance Indicators (KPIs)<\/h3>\n\n\n\n<p>Start by identifying which call center KPIs matter most to your business. The <strong>most common KPIs in call centers are average handling time (AHT), first call resolution (FCR), CSAT, and service level<\/strong>.<\/p>\n\n\n\n<p>Your KPIs should reflect your goals, align with broader business objectives, and be specific enough to guide action to help uphold the integrity of your\u00a0<a href=\"https:\/\/www.crowdspring.com\/naming-a-business-or-product\/\" target=\"_blank\" rel=\"noreferrer noopener\">business name<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Choose the Right Tools for the Job<\/h3>\n\n\n\n<p>Use <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-monitoring-7-best-practices-for-call-center-managers\/\">call center monitoring<\/a> software that supports real-time reporting, flexible <a href=\"https:\/\/test-staging.cloudtalk.io\/dashboard\/\">dashboards<\/a>, and <a href=\"https:\/\/test-staging.cloudtalk.io\/integrations\/\">CRM integration<\/a>.<\/p>\n\n\n\n<p>The right <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-features\/\">call center features<\/a> make it easier to track call center metrics, industry standards, and <strong>uncover optimization opportunities<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Establish Baseline Metrics<\/h3>\n\n\n\n<p>Before targeting improvements, <strong>collect and review current data to establish your baseline<\/strong>. These numbers become your reference point for evaluating future success.<\/p>\n\n\n\n<p>Historical performance and trend analysis help ensure your benchmarks are realistic and grounded.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Set Target Goals and Benchmarks<\/h3>\n\n\n\n<p>Use a mix of call center benchmarks, internal data, and strategic goals to define where your team should aim.<\/p>\n\n\n\n<p><strong>Set goals that are measurable and time-bound<\/strong>, and revisit them regularly as your team or market conditions evolve. This is one of the best ways to <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/boost-your-sales-pipeline-in-2023-data-backed-strategies\/\">optimize your pipeline<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Implement Ongoing Monitoring and Analysis<\/h3>\n\n\n\n<p>Tracking doesn\u2019t stop at setup. Continuously monitor <a href=\"https:\/\/test-staging.cloudtalk.io\/quality-monitoring-software-for-call-centers\/\">quality of service<\/a> and performance, generate reports, and involve stakeholders in reviewing progress.Using <a href=\"https:\/\/test-staging.cloudtalk.io\/analytics\/\">Analytics<\/a> consistently helps surface contact center benchmark data worth improving and turns raw data into action plans for growth.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Las 4 herramientas clave del centro de llamadas para impulsar la evaluaci\u00f3n comparativa<\/h2>\n\n\n\n<p>There\u2019s no reason to rely on manual tracking anymore. Modern <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-call-center-software\/\">call center software<\/a> gives you built-in tools to streamline processes, monitor KPIs, and improve overall performance.<\/p>\n\n\n\n<p>Here are four essential <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-features\/\">call center features<\/a> that can upgrade your call center benchmarking efforts.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Call Center Analytics<\/h3>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXe5LztLCDTdW6y2badW4Rnx4MnhdzZzw845s37enNEhkYSRIMfsIuMylZPxR2hc0cgXMFGreBXndhTjlXeW5MkkA8pULJbLuO0xgk_sxfs6JJetgTsmWEmGM-GxAoh6QRUPt6otMQ?key=LM1WCVp27AKf-gqw_XrU-Q\" alt=\"\"\/><\/figure>\n\n\n\n<p><strong>Overview:<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/analytics\/\">Call Center Analytics<\/a> centralizes all call activity, agent performance data, and contact center metrics. This helps you uncover trends, performance gaps, and coaching opportunities. It also lets you dive deeper into every call, both inbound and outbound, to make smarter operational decisions.<\/p>\n\n\n\n<p><strong>Best for:<\/strong><\/p>\n\n\n\n<p>Operaciones de entrada y salida<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-script\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Benefits<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group script-text\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>Benefits of Analytics:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Toma de decisiones basada en datos<\/li>\n\n\n\n<li>Comprensi\u00f3n compleja del rendimiento de los centros de llamadas<\/li>\n\n\n\n<li>An\u00e1lisis en profundidad de Departamentos y Agentes<\/li>\n\n\n\n<li>Coaching Estrat\u00e9gico Dirigido<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-script\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Pricing<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group script-text\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Solution:<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Price ($ per user\/month):<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>CloudTalk<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>\u20ac29<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Aircall<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>JustCall<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$49<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Ringover<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$44<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>RingCentral<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$35<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>OpenPhone<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$23<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Analytics Dashboard<\/h3>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXcEfldhoByX2TMg4DhOEdZV_TZIMzzZGI6vqoeqgu2qlwUiUxhXgc6jv8Zy7248WXHqVmOrV3ElI_3yjR2qlyE91Z6X7yCryfhiIznZZSnKAlVbeo7poLTzQOVvzwJDLEyT64d9ZQ?key=LM1WCVp27AKf-gqw_XrU-Q\" alt=\"\"\/><\/figure>\n\n\n\n<p><strong>Overview:<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/dashboard\/\">Analytics Dashboard<\/a> helps you visualize real-time activity across your team, from live call stats to agent availability. Analytics dashboards simplify call center performance tracking, allow quick bottleneck detection, and support fast, data-driven actions.<\/p>\n\n\n\n<p><strong>Best for:<\/strong><\/p>\n\n\n\n<p>Operaciones de entrada y salida<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-script\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Benefits<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group script-text\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Acceso a la informaci\u00f3n en tiempo real<\/li>\n\n\n\n<li>Plazo personalizable<\/li>\n\n\n\n<li>Resoluci\u00f3n de problemas pr\u00e1ctica<\/li>\n\n\n\n<li>Estados de agente personalizados<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-script\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong><strong>Pricing<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group script-text\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Solution:<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Price ($ per user\/month):<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>CloudTalk<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>\u20ac29<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Aircall<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>RingCentral<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$30<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Talkdesk<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$75<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Call Monitoring<\/h3>\n\n\n\n<p><strong>Overview:<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/call-monitoring\/\">Call Monitoring<\/a> gives your managers the tools to join, listen to, or coach during live calls. Employ it to<strong> i<\/strong>mprove the quality control, onboarding, and script effectiveness, without interrupting the customer experience.<\/p>\n\n\n\n<p><strong>Best for:<\/strong><\/p>\n\n\n\n<p>Operaciones de entrada y salida<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-script\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Benefits<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group script-text\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Visibilidad seleccionable<\/li>\n\n\n\n<li>Soluci\u00f3n de problemas sencillos<\/li>\n\n\n\n<li>Improved Customer Experience<\/li>\n\n\n\n<li>Mejor formaci\u00f3n e incorporaci\u00f3n de agentes<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-script\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong><strong>Pricing<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group script-text\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Solution:<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Price ($ per user\/month):<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>CloudTalk<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>\u20ac49<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Aircall<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>JustCall<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$49<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Ringover<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>21\u20ac<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>RingCentral<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>25\u20ac<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>OpenPhone<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$23<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Wallboard<\/h3>\n\n\n\n<p><strong>Overview:<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/wallboard\/\">Wallboards<\/a> drive engagement by displaying real-time stats\u2014like call center benchmarks, agent performance, or queue length\u2014directly on team dashboards or screens. This boosts visibility, competition, and motivation.<\/p>\n\n\n\n<p><strong>Best for:<\/strong><\/p>\n\n\n\n<p>Operaciones de entrada y salida<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-script\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Benefits<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group script-text\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>An\u00e1lisis en directo<\/li>\n\n\n\n<li>Plazo personalizable<\/li>\n\n\n\n<li>Mayor compromiso de los empleados<\/li>\n\n\n\n<li>Mejor motivaci\u00f3n de los agentes<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-script\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong><strong>Pricing<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group script-text\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Solution:<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Price ($ per user\/month):<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>CloudTalk<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>\u20ac49<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Aircall<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>RingCentral<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$30<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Talkdesk<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$75<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-related-posts\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h6 class=\"wp-block-heading\">Recommended articles<\/h6>\n\n\n\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Recommended<\/p>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/inbound-call-center-service-provider\/\">Top 9 Inbound Call Centers in 2025<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/outbound-call-center-metrics\/\">Top Outbound Call Centers Metrics &amp; KPIs<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-reporting-the-definitive-guide\/\">Call Center Reporting Guide for 2025<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-predictive-analytics\/\">Call Center Predictive Analytics Guide<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/discover-top-metrics-to-measure-customer-service-efficiency\/\">Best Customer Service Efficiency Metrics<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-phone-solutions\/\">Best Call Center Phone Solutions<\/a><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Future-Proof Your Call Center With Smarter Benchmarking<\/h2>\n\n\n\n<p>Call center benchmarking is no longer just a performance check;<strong> it&#8217;s your engine for continuous growth<\/strong>.<\/p>\n\n\n\n<p>With AI-driven analytics, <a href=\"https:\/\/www.superads.ai\/blog\/ad-reporting-tools\" target=\"_blank\" rel=\"noopener\">automated reporting<\/a>, and<strong> tools that flag gaps before they hurt revenue<\/strong>, your team can go from reactive to relentlessly proactive.<\/p>\n\n\n\n<p>You\u2019re not just tracking calls anymore, <strong>you\u2019re predicting outcomes, refining CX, and aligning every metric to real business results<\/strong>.<\/p>\n\n\n\n<p>The future belongs to those who act on their data. And that future starts now.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Deliver standout CX, fix blind spots fast, and future-proof your call center before customers churn.<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"465\" height=\"443\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/11\/CT_Web_Banner_General_Illustration_02.svg\" alt=\"Desktop phones illustration\" class=\"wp-image-313\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/es\/programa-una-demo\/\">See Things in Action<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Sources:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><a href=\"https:\/\/insight7.io\/understanding-call-center-industry-benchmarks-top-5-metrics-you-need-to-know\/\" rel=\"nofollow noopener\" target=\"_blank\">Understanding Call Center Industry Benchmarks<\/a><\/li>\n\n\n\n<li><a href=\"G2: The Best Digital Experience Platforms (DXP) for 2025\">G2: The Best Digital Experience Platforms (DXP) for 2025<\/a><\/li>\n<\/ol>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">Preguntas frecuentes:<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1750951128166\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfQu\u00e9 son las m\u00e9tricas de un call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Call center metrics like AHT, FCR, and CSAT measure team efficiency, service quality, and customer satisfaction to highlight what needs fixing fast.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952549318\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfC\u00f3mo mejorar las m\u00e9tricas de un call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Metrics improve when teams combine smart staffing, agent training, and the right<a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-call-center-software\/\"> call center software<\/a> to streamline workflows.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952564247\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfQu\u00e9 son los KPI en el centro de llamadas?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>A call center KPI is a measurable goal (e.g., FCR, AHT, or CSAT) that tracks how well your team meets performance, efficiency, or <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/24-7-customer-service\/\">customer service<\/a> targets.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952581961\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfQu\u00e9 m\u00e9tricas se miden en un call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Call centers track AHT, CSAT, FCR, and abandonment to assess speed, service quality, and how well agents meet performance goals.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952588854\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfC\u00f3mo evaluar un call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Use KPIs like CSAT and FCR, plus quality checks on tone, resolution, and agent behavior to gauge overall performance and consistency.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952602236\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfC\u00f3mo se mide el nivel de servicio en un call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>It\u2019s the percentage of calls answered within a set time (typically 20 seconds) and is crucial to maintaining Service Level Agreements (SLAs) and customer satisfaction.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952623825\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfCon qu\u00e9 frecuencia debe realizarse la previsi\u00f3n del centro de llamadas?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Call centers should forecast weekly or monthly, using trends, seasonality, and AI-based<a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/ai-customer-behavior-prediction\/\"> customer behavior prediction<\/a> to stay ahead.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952651157\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfCu\u00e1les son los posibles inconvenientes de una previsi\u00f3n inexacta?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Inaccurate forecasts lead to overstaffing, missed SLAs, higher costs, and poor morale, harming service quality and wasting resources.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952664063\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00bfPuede la previsi\u00f3n ayudar tambi\u00e9n a los outbound call centers?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Yes, accurate forecasting improves dial timing, boosts contact rates, and helps outbound teams hit <a href=\"https:\/\/test-staging.cloudtalk.io\/campaigns\/\">campaign<\/a> goals more efficiently.<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Did you know that U.S. businesses risk losing $856\u202fbillion annually due to poor customer service?1 This alone is why call&#8230;<\/p>\n","protected":false},"author":131,"featured_media":207456,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[253],"tags":[],"class_list":["post-117157","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-centro-de-llamadas"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/posts\/117157","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/users\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/comments?post=117157"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/posts\/117157\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/media\/207456"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/media?parent=117157"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/categories?post=117157"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/tags?post=117157"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}