Callback Messaging Metric

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

Callback Messages.png

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

Related Metrics & KPIs

Agent Utilization.png

Agent Utilization

Call Center Status.png

Call Center Status Metrics

Average Sales Per Agent.png

Average Sales per Agent

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