Keep your call center on track with the right data.
Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer services. To do this effectively, you need to be dialled into the latest metrics and KPIs such as current service level, call volume and call resolution rates. Use these call center KPIs and metrics to track your performance through the busiest and most hectic days.
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 longest time a caller was held in the queue before being connected to a call agent.
Measure the total number of calls that make it successfully through to the dialed number.
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.