Call Center KPI Examples | Repeat Calls

Repeat Calls

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

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Formula

Number of calls with relating issue/Total number of calls

Services

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

Role

Employee/Staff

Overview

The Repeat Calls metric gives your team insight into the popularity, or occurrence, of a particular issue.

Formula

Number of calls with relating issue/Total number of calls

Reporting frequency

Weekly

Example of KPI target

10% repeat subject

Audience

Manager, Call team

Variations

Rate of repeat calls

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