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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Key Performance Indicators for Call Centers

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While every call center is different, it’s a safe bet that they share many common goals related to customer service. Through real-time measurement of call center metrics, agents and managers gain the data necessary to address these service issues. 

Which key performance indicators (KPIs) are most important? This will vary by call center. But here are 10 that are almost always vital to monitor. 

Average Handle Time 
The time required for one call to be handled (including any necessary work the agent must complete after that call). 

Calls per Hour
How many calls an agent can complete in one hour. 

First Call Resolution

The number of “one and done” calls that resolve a customer’s issue. 

Abandoned Calls
The number of instances where customers give up and hang up before their call is answered. 

Average Wait Time
How long a customer waits before speaking to an agent. 

Completion Rate
The ratio of total number of calls to the number that was successfully completed. 

Forecasted Call Load vs. Actual
How the total number of calls in a given shift or day compares with forecast predictions.  

Scheduled Staff vs. Actual
Measures accuracy of staffing projections. 

Waiting Calls
How many calls are on hold at any given time, or during any period of time measured. 

Average Call Value
Average income generated by one agent’s calls per shift or day.

Schedule Adherence
The percentage of time that agents adhere to the planned schedule. 

Monitoring these important KPIs requires a workforce management solution that monitors operational data, displays key performance indicators and provides the actual status of key metrics for specific sites and skills.

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