Call Center (Outbound)

18 KPIs

% of cross-sell/up-sell opportunities

[number of cross-sell/up-sell opportunities in calls] percentage of [total number of calls]

% of phone calls adherence to script

[number of phone calls based on script] percentage of [total number of phone calls]

Agent adherence to schedule %

Agent attendance %

Agent utilization

Agents FTEs as % of total call center FTEs

Average after call work time

Average number of times call agents are monitored

Average talk time of phone calls

average(phone talk time)

Average wrap-up time

average(time to wrap-up call)

Contacts per agent

[total number of contacts] divided by [number of agents]

Cost per minute of handle time

Maximum call length

Maximum (length of phone calls)

Outbound Calls Per Hour

Phone occupancy rate

Total Calling Time