KPI Library
Navigate your organization to excellence with 17,288 KPIs at your fingertips.




Why use the KPI Library?

Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

This vast range of KPIs across various industries and functions offers the flexibility to tailor Performance Management and Measurement to the unique aspects of your organization, ensuring more precise monitoring and management.

Each KPI in the KPI Library includes 12 attributes:

  • KPI definition
  • Potential business insights [?]
  • Measurement approach/process [?]
  • Standard formula [?]
  • Trend analysis [?]
  • Diagnostic questions [?]
  • Actionable tips [?]
  • Visualization suggestions [?]
  • Risk warnings [?]
  • Tools & technologies [?]
  • Integration points [?]
  • Change impact [?]
It is designed to enhance Strategic Decision Making and Performance Management for executives and business leaders. Our KPI Library serves as a resource for identifying, understanding, and maintaining relevant competitive performance metrics.

Need KPIs for a function not listed? Email us at support@flevy.com.


We have 52 KPIs on Call Center Operations in our database. KPIs are critical in call center operations as they provide quantifiable metrics to measure the effectiveness and efficiency of customer service. These performance indicators enable managers to track the progress towards achieving business objectives, such as improving customer satisfaction, increasing resolution rates, and reducing response times.

By monitoring KPIs, call centers can identify areas that require improvement, allocate resources more effectively, and implement targeted training for agents. Furthermore, KPIs aid in benchmarking against industry standards, fostering a competitive edge by ensuring that customer service remains top-tier. Overall, the strategic use of KPIs ensures that call centers can continuously optimize their operations, deliver exceptional customer service, and contribute positively to the overall success of the organization.

  Navigate your organization to excellence with 17,288 KPIs at your fingertips.
$189/year
KPI Definition Business Insights [?] Measurement Approach Standard Formula
Abandon Rate

More Details

The percentage of calls abandoned by customers before they are connected to an agent. Helps to evaluate call center performance and customer patience levels, indicating potential staffing or process deficiencies. Tracks the percentage of calls that are disconnected by the customer before being answered by an agent. (Total Number of Abandoned Calls / Total Number of Incoming Calls) * 100
Adherence to Script

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The percentage of calls where agents correctly follow the established call script, ensuring consistency and quality. Provides insights on training effectiveness and whether agents are maintaining the desired level of consistency in customer interactions. Measures how closely agents follow predefined conversation scripts. (Number of Calls Following the Script / Total Number of Calls) * 100
After-Call Work Time (ACW)

More Details

The average time an agent spends on post-call tasks such as updating customer information or data entry. ACW directly affects AHT and overall productivity. Indicates how efficiently agents are handling tasks after a call, which can impact overall productivity. Measures the average amount of time an agent spends on post-call work. Total Time Spent on Post-Call Work / Total Number of Calls Handled
KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 52 KPIs under Call Center Operations
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.

Agent Turnover Rate

More Details

The rate at which call center agents leave and are replaced, indicating the stability of the workforce. Sheds light on employee satisfaction and the effectiveness of retention strategies, affecting overall operational stability. Tracks the percentage of agents leaving the call center within a certain timeframe. (Number of Agents Who Left the Company / Average Number of Agents Employed) * 100
Average After-Call Work Time (AAWT)

More Details

The average time spent by agents on work related to the call after the interaction has ended. Reflects the efficiency of agents in handling follow-up tasks and can be crucial for workforce optimization. Calculates the average time an agent takes to complete post-call work after each call. Total After-Call Work Time / Total Number of Calls Handled
Average Call Abandon Time

More Details

The average time that callers wait on hold before they hang up, indicating potential service level issues. Provides an estimate of customer tolerance and can indicate the need for improved call handling capabilities. Assesses the average time a caller waits before hanging up the call. Total Time Callers Wait Before Abandoning / Total Number of Abandoned Calls

Types of Call Center Operations KPIs

KPIs for managing Call Center Operations can be categorized into various KPI types.

Operational Efficiency KPIs

Operational Efficiency KPIs measure how effectively a call center utilizes its resources to achieve desired outcomes. These KPIs provide insights into the productivity and efficiency of the call center's operations. When selecting these KPIs, focus on metrics that directly impact the cost and time associated with handling customer interactions. Examples include Average Handle Time (AHT) and First Call Resolution (FCR).

Customer Satisfaction KPIs

Customer Satisfaction KPIs gauge the level of satisfaction customers have with the service they receive from the call center. These KPIs are critical for understanding customer perceptions and improving service quality. Prioritize KPIs that capture direct feedback from customers and reflect their overall experience. Examples include Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

Agent Performance KPIs

Agent Performance KPIs assess the effectiveness and productivity of individual call center agents. These KPIs help identify top performers and areas where additional training may be needed. Choose KPIs that provide a comprehensive view of agent performance, including both quantitative and qualitative measures. Examples include Calls Per Hour and Quality Assurance Scores.

Service Level KPIs

Service Level KPIs measure the call center's ability to meet predefined service standards and response times. These KPIs are essential for ensuring that the call center meets its operational goals and customer expectations. Focus on KPIs that track adherence to service level agreements and response times. Examples include Service Level and Average Speed of Answer (ASA).

Financial Performance KPIs

Financial Performance KPIs evaluate the financial health and cost-effectiveness of call center operations. These KPIs are crucial for managing budgets and optimizing resource allocation. Select KPIs that provide insights into cost management and revenue generation. Examples include Cost Per Call and Revenue Per Call.

Acquiring and Analyzing Call Center Operations KPI Data

Organizations typically rely on a mix of internal and external sources to gather data for Call Center Operations KPIs. Internal sources include call center software and CRM systems, which provide detailed analytics on metrics such as Average Handle Time (AHT) and First Call Resolution (FCR). External sources, such as customer surveys and third-party benchmarking reports, offer valuable insights into Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS).

Analyzing this data involves several steps. First, ensure data accuracy and consistency by regularly auditing and cleaning the data. Next, use data visualization tools like Tableau or Power BI to create dashboards that provide real-time insights into key metrics. According to a McKinsey report, organizations that leverage advanced analytics see a 10-20% improvement in customer satisfaction and a 15% reduction in operational costs.

Advanced analytics techniques, such as predictive analytics and machine learning, can further enhance the analysis of call center KPIs. These techniques help identify patterns and trends that may not be immediately apparent, enabling proactive decision-making. For example, predictive analytics can forecast call volumes, allowing for better workforce planning and resource allocation.

Benchmarking against industry standards is another crucial aspect of KPI analysis. Consulting firms like Deloitte and market research firms like Gartner provide industry benchmarks that can help call centers understand how they stack up against competitors. This benchmarking process can highlight areas for improvement and set realistic performance targets.

Finally, regular review and adjustment of KPIs are essential to ensure they remain aligned with the organization's strategic goals. This involves periodic meetings with key stakeholders to discuss KPI performance and make necessary adjustments. By continuously refining KPIs and leveraging advanced analytics, call centers can achieve operational excellence and deliver superior customer service.

KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 52 KPIs under Call Center Operations
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.

FAQs on Call Center Operations KPIs

What are the most important KPIs for measuring call center performance?

The most important KPIs for measuring call center performance include Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Service Level. These KPIs provide a comprehensive view of operational efficiency, customer satisfaction, and service quality.

How can I improve my call center's Average Handle Time (AHT)?

Improving Average Handle Time (AHT) involves streamlining call processes, providing agents with better training, and utilizing advanced call center technologies. Implementing knowledge management systems and call scripting can also help agents resolve issues more quickly.

What is the significance of First Call Resolution (FCR) in call center operations?

First Call Resolution (FCR) is significant because it directly impacts customer satisfaction and operational efficiency. High FCR rates indicate that issues are being resolved on the first call, reducing the need for follow-up interactions and improving overall customer experience.

How do I measure customer satisfaction in a call center?

Customer satisfaction in a call center is typically measured using Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). These metrics are gathered through post-call surveys and provide direct feedback on the customer's experience with the call center.

What are the best practices for setting call center KPIs?

Best practices for setting call center KPIs include aligning KPIs with strategic goals, ensuring they are measurable and actionable, and regularly reviewing and adjusting them based on performance data. Involving key stakeholders in the KPI-setting process is also crucial for buy-in and accountability.

How can I use data analytics to improve call center performance?

Data analytics can be used to identify patterns and trends in call center performance, enabling proactive decision-making. Advanced analytics techniques, such as predictive analytics and machine learning, can forecast call volumes, optimize workforce planning, and improve customer satisfaction.

What role do benchmarking and industry standards play in call center KPI management?

Benchmarking and industry standards provide a reference point for evaluating call center performance. By comparing KPIs against industry benchmarks, call centers can identify areas for improvement, set realistic performance targets, and ensure they remain competitive.

How often should call center KPIs be reviewed and adjusted?

Call center KPIs should be reviewed and adjusted regularly, typically on a quarterly basis. This ensures that KPIs remain aligned with the organization's strategic goals and reflect any changes in operational priorities or market conditions.

KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 52 KPIs under Call Center Operations
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.




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