Call Center Metrics and KPIs

Measures your ability to deliver on the promise made in your call center's Service Level Agreement (SLA).

Measures how effectively call center agents spend their time when logged in and "on the clock."

Measures current volume compared to the number of callers waiting to be patched through to an agent.

Monitor the time of day during which your company is receiving the most calls.

Measure the number of callers that leave a message giving information to call back.

Measure the actual amount of contacts versus the expected number of contacts.

Measure the length of time that was lost ue to technology failure.

Measure the number of calls that are forwarded onto the right channel and agent.

Measure the share of calls that were not serviced due to lack of agents or network failure.

Measure the amount it costs to handle a single call.

Monitor the average amount of time an agent spends on a call with a customer.

Measure the total number of calls that were handled within a given time period.

Measure the average amount of time callers spend on hold.

Measure the longest time a caller was held in the queue before being connected to a call agent.

Monitor the longest amount of time a caller was on hold for.

Measure the average number of outgoing calls every hour.

Measure the percentage of calls that addressed the same issue or subject.

Measure the rate at which calls are coming in and being handled.

Monitor the duration of the longest call that has been handled.

Measure the total number of calls that make it successfully through to the dialed number.

Measure the number of unintentional blocks on a digital circuit.

Measure the average cost of acquiring a new subscriber.

Measure the amount of time your data network is available for access.

Measure the total amount of time it takes to complete post-call work.

Measure the average amount of sales your call agents make.

Measure the total number of sales that come from individual call agents.

Measure the total number of calls that are successfully connected.

Measure the total amount of time that call agents are working on calls.

Measure the rate at which calls are being answering within the first minute of being placed.

Measures the total amount of revenue gained with each successful call that is completed.

Measures the outcome of each call handled by your agents to determine how many contacts it takes to resolve customer issues.

Provide insight into the real-time performance of your call center by displaying actionable metrics like number of calls waiting in the queue.

Measures the number of callers that hang up before they can be connected to an agent.

Measures the average amount of time spent on each call and includes related administrative duties such as submitting call reports.

Provides an assessment of your call center's performance from your customer's perspective.

Measures how much each contact costs your call center and is a key part of any cost-benefit analyses you may run.