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ProHance, a leading operational analytics and workforce productivity platform, has unveiled its Global Productivity Benchmarking Report. Covering 2023 and Q1 to Q3 of 2024, the report delivers deep, data-backed insights on workforce productivity trends across industries.

Based on data provided by more than 197,000 users across 65 organisations globally, the report offers comprehensive analysis across sectors such as healthcare, financial services, IT services, business process and knowledge process outsourcing, and global capability centres (GCCs).

Rising productivity

The research found that average hours worked steadily increased during the period covered by the report, from 9 hours 12 minutes in Q1 2023 to 9 hours 30 minutes by Q3 2024. During the same period, the number of productive hours increased from an average of 7 hours to 7 hours and 30 minutes.

Time spent by employees away from their workstations remained relatively consistent during the period surveyed. This was 1 hour and 42 minutes in Q3 2024 which was the same as Q1, 2023. Average idle time varied marginally during the period, however, was registered as 30 minutes in both Q1 2023 and Q3 2024.

“The increase in productivity is encouraging to see across a broad range of sectors,” said Brendan Maree, Vice President and Country Manager for Australia and New Zealand, ProHance. “We can see there is still some room for improvement, however, when it comes to reducing time spent away from workstations.”

Brendan Maree, Vice President and Country Manager for Australia and New Zealand, ProHance

When broken down by organisational size, average productivity hours remained highest at 7 hours 36 minutes in large organisations (more than 5000 employees) in Q3 of 2024. In medium-sized organisations (between 1000 and 5000 employees, average productive hours were logged as 7 hours and 18 minutes in the same quarter while in small organisations (fewer than 1000 employees) the total was 7 hours.

Sector breakdown

When it comes to a sector-by-sector breakdown of the results, the healthcare sector recorded the highest average number of productive hours (7 hours 48 minutes). This was followed by financial services (7 hours 24 minutes) and global capability centres (7 hours 18 minutes).

Looking at average logged work hours, healthcare again topped the rankings at 9 hours 42 minutes, followed by financial services (9 hours 42 minutes) and global capability centres (9 hours 36 minutes).

“These results are interesting as they show a clear link between the average number of productive and the total hours worked,” said Maree. “The key to achieving improved productivity is focusing on the reasons for the occurrence of idle time during those hours. This is particularly clear in the financial services sector.”

Maree said that, as organisations navigate hybrid and dynamic work models, ProHance’s Global Productivity Benchmarking Report offers a powerful tool for identifying and bridging productivity gaps.

“Armed with this data, leaders can drive meaningful, analytics-based transformations to improve workforce efficiency and achieve sustainable growth,” Maree said.

ProHance reaffirms its commitment to revolutionising workforce productivity by empowering organisations with actionable intelligence for building robust operational frameworks.

To download the full report and learn more about how ProHance can transform your workforce, visit https://www.prohance.net/global-productivity-benchmarking-report.php

About ProHance

ProHance is a leading provider of omni-channel operations management solutions, offering a comprehensive platform to optimise back-office, chat, and email servicing operations. With real-time visibility and data-driven insights, ProHance empowers organisations to achieve operational excellence. With a global presence and a proven track record, ProHance is committed to delivering high-quality solutions to enterprises across various industries. ProHance boasts a track record of success with over 350,000 users across 150 enterprises in 25 countries, facilitating operational excellence for organisations worldwide.