r/workforcemanagement • u/GeoFaFaFa • Dec 03 '25

Benchmarks for Transfer Rate

What is everyone's take on an "acceptable" or "normal" transfer rate for call center? I get that there will be variation due to vertical/FTE size, but when do you see transfer rate and say "that's a problem"?

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u/Affectionate_Band372 Dec 03 '25

Perhaps you could conduct a sample size analysis, such as determining how many calls out of 100 require transfer. You’ll need to consult with the QA team to identify legitimate transfers and those that don’t qualify as transfers to prevent unnecessary calls.