You can ask customers to rank the likelihood on a scale of one to ten.Ĭall arrival rate: Call arrival rate measures the number of calls that your center receives every day. Net promoter score (NPS): NPS is a metric that gauges customer satisfaction by asking how likely they are to recommend your service. This KPI can help predict revenue and gauge the overall effectiveness of the call center. Revenue per successful call: This metric indicates the average revenue gained for each successful call.
You can find this metric by asking your customers to rate their interactions on a numbered scale. This allows you to evaluate their performance and allocate resources to those who need them most.Ĭustomer Effort Score (CES): CES indicates how easy it is for customers to complete transactions with your call center and can be a good marker of overall success. Sales per agent: It’s important to track the number of sales completed by each member of your team. It’s important to know your AHT so that you can set appropriate staffing levels. It’s vital to keep blocked calls to a minimum.Īverage handle time (AHT): This is a measurement of the average time it takes for a representative to resolve a customer issue or complete a transaction. Percentage of calls blocked: This is a measurement that compares the number of calls that get put on hold to the total number of calls received. These are 13 of the most important KPIs to track at a call center:
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Related: How To Become a Call Center Agent (With Skills and Salary) 13 vital call center KPIs
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Call center managers use KPIs to set performance goals, guide employees in their professional development, set financial goals for the business and determine the overall efficiency of the center.
What is a call center KPI?Ī call center KPI is a metric that call center managers use to determine the performance and quality of the center's calls and its employees. In this article, we describe 13 important KPIs for call centers, explain why they’re important and offer six helpful tips for choosing and setting KPIs that work for your business. Understanding call center KPIs can help you determine which KPIs are most important for your call center and improve the center's overall performance. KPIs, or key performance indicators, help managers evaluate the performance of each caller and the quality of the calls and service for the center. Measuring quality and performance at a call center is a valuable process for call center managers. A call center representative speaks to a customer over the phone while looking at their computer.
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