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Call Center (Inbound)

55 KPIs

# of emails received per week/per team
% of blocked calls
% of call agent's work time spent speaking to callers
% of callers given satisfaction surveys
[number of callers with satisfaction survey] percentage of [number of callers]
% of calls answered within a certain amount of rings
[number of calls answered within certain amount of rings] percentage of [number of calls answered]
% of calls answered within set timeframe
[number of telephone calls answered within x seconds] percentage of [total number of telephone calls]
% of calls transferred
% of customers that are satisfied
[number of satisfied customers] percentage of [total number of customers]
% of email inquiries responded within 24 hours
% of failure to pass caller data
% of lost calls
[lost calls] percentage of [total calls]
% of misrouted calls
% of phone calls adherence to script
[number of phone calls based on script] percentage of [total number of phone calls]
Abandon rate of incoming phone calls
[number of telephone calls abandoned by the caller while waiting to be answered] percentage of [total number of incoming telephone calls]
Agent adherence to schedule %
Agent attendance %
Agent utilization
Agent utilization - night shift
Agents FTEs as % of total call center FTEs
Answered calls per hour
Average # of incidents handled by each first line operatives
[number of incidents assigned] divided by [total number of first line operatives]
Average abandonment time
average(call abandonment time)
Average after call work time
Average cost per incoming phone call
[total costs associated to phone calls] divided by [total number of phone calls]
Average direct costs per incoming phone call
Average employee costs per incoming phone call
[total employee costs] divided by [number of incoming phone calls]
Average fixed costs per incoming phone call
[total fixed costs] divided by [number of incoming phone calls]
Average hold time of calls
average(phone hold time)
Average non-employee costs per incoming phone call
[total non-employee costs] divided by [number of incoming phone calls]
Average number of calls / service request per handler
Average number of calls to resolve issue/problem
Average number of times call agents are monitored
Average queue time of incoming phone calls
Average speed to answer phone call
average(time to answer telephone call)
Average talk time of phone calls
average(phone talk time)
Average variable costs per incoming phone call
Average variable costs per incoming phone call
[total variable costs] divided by [number of incoming phone calls]
Average wrap-up time
average(time to wrap-up call)
Call management operator activities
Contact frequency
[total number of contacts] percentage of [total number of customers]
Contacts per agent
[total number of contacts] divided by [number of agents]
Cost per minute of handle time
Costs of operating call center / service desk
Email Backlog
First-call resolution rate
[customer issue solved in first phone call] percentage of [total customer issues]
Maximum call hold
Maximum (wait time of phone calls)
Maximum call length
Maximum (length of phone calls)
Maximum delay in queue
Maximum (delay of phone calls in queue)
Number of calls answered with in 120 seconds
Not applicable.
Order entry accuracy