Call Center (Inbound)

# 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

% of calls answered within a certain amount of rings

% of calls answered within set timeframe

% of calls transferred

% of customers that are satisfied

% of email inquiries responded within 24 hours

% of failure to pass caller data

% of lost calls

% of misrouted calls

% of phone calls adherence to script

Abandon rate of incoming phone 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

Average abandonment time

Average after call work time

Average cost per incoming phone call

Average direct costs per incoming phone call

Average employee costs per incoming phone call

Average fixed costs per incoming phone call

Average hold time of calls

Average non-employee costs per incoming phone call

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 talk time of phone calls

Average variable costs per incoming phone call

Average wrap-up time

Call management operator activities

Contact frequency

Contacts per agent

Cost per minute of handle time

Costs of operating call center / service desk

Email Backlog

First-call resolution rate

Maximum call hold

Maximum call length

Maximum delay in queue

Number of calls answered with in 120 seconds

Order entry accuracy

Phone occupancy rate