Call Center KPI Examples | Callback Messaging

Callback Messaging

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

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Formula

Number of callback messages

Services

CallRail Dashboard | CallRail logo Freshdesk Dashboard | Freshdesk logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Employee/Staff

Overview

Rather than waiting in a queue or being put on hold for a long period of time, some callers will leave a message with personal information allowing agents to call them back. The Callback Messaging metric monitors the number of messages that come in with this information.

Formula

Number of callback messages

Reporting frequency

Daily

Example of KPI target

4 messages

Audience

Call team

Variations

Messages requesting a callback