Call Center (Inbound)

55 KPIs

Phone occupancy rate

Ratio direct versus indirect costs per incoming phone call

Ratio employee costs versus non-employee costs per incoming phone call

[employee costs per incoming phone call] divided by [non-employee costs per incoming phone call]

Ratio fixed versus variable costs per incoming phone call

[total fixed cost per incoming phone call] divided by [total variable cost per incoming phone call]

Zero-Out or Bail Rate

12