Call Center Metrics - 12 KPIs Your Contact Center Needs To Track

Assessing call centre key performance indicators (KPIs) is critical when analyzing the efficacy and efficiency of a call centre. Although it's clear to the majority of call centre managers and decision-makers which they will need to analyze call centre KPIs, what's often not so clear is that KPIs to measure and monitor over time. This blog article will help with that.


1. % of Calls Blocked

A call centre KPI with a massive effect on customer satisfaction is that the proportion of calls blocked. As one blocked telephone could be a missed chance to contact a client or resolve an issue, this can be a call centre KPI which mustn't be ignored.


2. For How Long Callers Are Waiting In a Queue?

Make sure your customers' wait period is within an acceptable range -- and client satisfaction is too . This KPI is your entire time callers wait in telephone queues divided by the entire amount of calls answered by representatives. It's an excellent indicator of whether your staff is supplying their customers with the support they deserve.


3. What's Your Call Center Abandonment Rate?

Call abandonment, or the proportion of callers that hang up before reaching an agent, is a frequent event in the call centre and has a damaging effect on customer retention. It's thus crucial that call centers keep tabs on the KPI and ensure it stays below a target threshold.


4. What Is Your Contact Center Service Level?

Service level is that the proportion of all calls answered within a specified variety of seconds. This call centre KPI is generally displayed in real time to both agents and supervisors in their call centre software metrics dashboard so that they can make data conclusions which will have an effect on maintaining this KPI in an acceptable range.


5. What's Your Team Average Response Rate?

Including time spent waiting in a queue and though the agent's phone rings, nevertheless, doesn't include the time that it takes to browse through the IVR. It's a call centre KPI usually referenced by supervisors when assessing their group's efficiency and level of availability for their callers.


6. AHT or Average Handle Time

It's among the most frequently analyzed KPIs from the call centre industry since it's directly associated with caller satisfaction.


7. After Call Work Time

In many call centers, a agent's work doesn't end when they complete a telephone. In reality, they frequently spend quite a little time updating databases, sending emails and notifying colleagues about the call. Managers frequently attempt to decrease after call work so they can make the most of the time their staff spends interacting with clients while they're on the clock.


8. Ability To Resolve Customer Issues During The First Call

First call resolution is just another KPI which is directly linked to client satisfaction -- and it's not difficult to see why. It's the proportion of calls which the agent handles on the first conversation without a need to have an additional call. Resolving a problem on initial contact is so important, that most assert that initial call resolution is the one most important KPI associated with your customer's level of satisfaction with an organization. It, therefore, ought to be on the peak of any listing of call centre KPIs to monitor over time.


9. Client Satisfaction

Customer satisfaction is a KPI which can be gotten from a number of distinct sources. Call centers typically arrive in a customer satisfaction rating by conducting consumer surveys in addition to obtaining quality assurance dimensions. Irrespective of the methodology used to arrive at this KPI, it's one which should be taken into consideration when assessing call centre effectiveness and efficacy.


10. Occupancy Rate

Occupancy rate measures the total amount of time representatives are on live calls in addition to completing work related to the calls. While most call centre managers attempt to maximize occupancy rates, they need to also be mindful of a representative workload in addition to representative stress when setting goals for this particular call centre KPI.


11. Agent Absenteeism

Agent absenteeism, or the number of days lost annually because of agents being absent as a proportion of the entire amount of contracted days, may have a significant effect on call center staffing and scheduling in addition to their bottom line. It's thus a KPI which can be helpful in creating a budget in addition to optimizing labor management practices.


12. What's The Workforce Turnover Rate (For Agents) In Your Call Center?

The last call centre KPI which ought to be contained in each call center manager's record of metrics to monitor over time is agent turnover rate. This is the proportion of all agents who abandon the call centre to operate elsewhere. Agent turnover rate considerably affects customer satisfaction, call center monitoring and staff morale, so it ought to be contained on a list of ways to monitor over time.

Measuring call centre KPIs which are connected with client satisfaction, agent efficacy and call centre efficiency ought to be the main objective of any manager trying to maximize their call centre's performance. And keeping an eye on this 12 above KPIs is a wonderful place to get started.

Want to explore how leading call centers are aligning KPIs, performance and agents/employee engagement together? Take a look at what nGUVU employee engagement platform can offer for you your organization - reach out to our team to learn more.