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.
KPI |
Definition
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Business Insights [?]
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Measurement Approach
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Standard Formula
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Abandon Rate More Details |
The percentage of calls abandoned by customers before they are connected to an agent.
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Helps to evaluate call center performance and customer patience levels, indicating potential staffing or process deficiencies.
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Tracks the percentage of calls that are disconnected by the customer before being answered by an agent.
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(Total Number of Abandoned Calls / Total Number of Incoming Calls) * 100
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- An increasing abandon rate may indicate longer wait times or insufficient staffing levels.
- A decreasing rate can signal improved call routing or enhanced customer service processes.
- Are there specific times of the day or week when the abandon rate tends to spike?
- What are the common reasons cited by customers for abandoning calls?
- Implement call-back options for customers to reduce the need for waiting on hold.
- Optimize staffing schedules to align with peak call times and reduce wait times.
- Regularly review and update call routing and IVR systems to ensure efficient call handling.
Visualization Suggestions [?]
- Line charts showing daily or hourly trends in abandon rates.
- Comparison bar charts to analyze abandon rates across different days of the week or times of the day.
- High abandon rates can lead to customer frustration and dissatisfaction.
- Chronic high abandon rates may indicate systemic issues in call center operations that need to be addressed.
- Call center management software with real-time monitoring and reporting capabilities.
- Customer relationship management (CRM) systems to track customer interactions and identify patterns related to abandon rates.
- Integrate abandon rate data with workforce management systems to optimize staffing levels.
- Link abandon rate metrics with customer feedback systems to understand the impact on overall satisfaction.
- Reducing abandon rates can improve overall customer satisfaction and retention.
- However, increasing staffing levels to reduce abandon rates may lead to higher operational costs.
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Adherence to Script More Details |
The percentage of calls where agents correctly follow the established call script, ensuring consistency and quality.
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Provides insights on training effectiveness and whether agents are maintaining the desired level of consistency in customer interactions.
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Measures how closely agents follow predefined conversation scripts.
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(Number of Calls Following the Script / Total Number of Calls) * 100
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- Increasing adherence to script may indicate improved training and coaching for call center agents.
- Decreasing adherence could signal a need for updated or revised call scripts to better align with customer needs and expectations.
- Are there specific parts of the call script that agents struggle to adhere to?
- How does adherence to script vary across different customer demographics or types of inquiries?
- Regularly review and update call scripts based on customer feedback and changing business needs.
- Provide ongoing training and coaching to reinforce the importance of adhering to the call script.
- Implement call monitoring and feedback processes to identify and address adherence issues proactively.
Visualization Suggestions [?]
- Line charts showing adherence to script over time to identify trends and patterns.
- Comparison bar charts to visualize adherence rates across different call scripts or agent teams.
- Low adherence to script can result in inconsistent customer experiences and potential compliance issues.
- Overly rigid adherence may lead to scripted interactions feeling robotic or impersonal, impacting customer satisfaction.
- Call monitoring and quality management software to track and analyze adherence to script.
- Customer relationship management (CRM) systems to integrate call scripts with customer data for more personalized interactions.
- Integrate adherence to script data with performance management systems to align coaching and development efforts with individual agent needs.
- Link adherence to script with customer feedback platforms to understand the impact on overall satisfaction and loyalty.
- Improving adherence to script can enhance consistency in customer interactions and potentially lead to higher customer satisfaction and retention.
- However, overly strict adherence may limit agents' ability to adapt to unique customer situations, impacting the quality of service provided.
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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.
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Indicates how efficiently agents are handling tasks after a call, which can impact overall productivity.
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Measures the average amount of time an agent spends on post-call work.
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Total Time Spent on Post-Call Work / Total Number of Calls Handled
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- An increasing ACW may indicate more complex post-call tasks or a need for additional training.
- A decreasing ACW could signal improved efficiency in handling post-call activities or better access to customer information.
- Are there specific types of post-call tasks that consistently take longer to complete?
- How does our ACW compare to industry benchmarks or best practices?
- Provide agents with comprehensive training on post-call tasks and customer information systems.
- Implement automation for routine post-call activities to reduce manual effort and time.
- Regularly review and update customer information systems to ensure easy access to relevant data.
Visualization Suggestions [?]
- Line charts showing ACW trends over time to identify patterns and potential areas for improvement.
- Stacked bar charts comparing ACW by different call types or customer issues.
- High ACW can lead to longer overall handling times and potentially impact customer satisfaction.
- Chronic increases in ACW may indicate systemic issues in post-call processes or agent performance.
- Customer relationship management (CRM) systems with integrated post-call task management capabilities.
- Workflow automation tools to streamline and optimize post-call activities.
- Integrate ACW tracking with quality monitoring systems to assess the impact of post-call tasks on overall service quality.
- Link ACW data with workforce management systems to optimize agent scheduling and task allocation.
- Reducing ACW can lead to improved agent productivity and potentially lower operational costs.
- However, overly aggressive reduction efforts may compromise the quality and accuracy of post-call activities.
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CORE BENEFITS
- 52 KPIs under Call Center Operations
- 15,468 total KPIs (and growing)
- 328 total KPI groups
- 75 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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Agent Turnover Rate More Details |
The rate at which call center agents leave and are replaced, indicating the stability of the workforce.
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Sheds light on employee satisfaction and the effectiveness of retention strategies, affecting overall operational stability.
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Tracks the percentage of agents leaving the call center within a certain timeframe.
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(Number of Agents Who Left the Company / Average Number of Agents Employed) * 100
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- An increasing agent turnover rate may indicate issues with employee satisfaction, training, or management.
- A decreasing rate could signal successful retention strategies, improved work environment, or better hiring practices.
- What are the primary reasons for agents leaving the call center?
- How does our agent turnover rate compare with industry benchmarks or similar organizations?
- Implement mentorship programs to support new agents and improve retention.
- Conduct regular surveys and feedback sessions to understand and address employee concerns.
- Invest in ongoing training and career development opportunities for call center agents.
Visualization Suggestions [?]
- Line charts showing the trend of agent turnover rate over time.
- Pie charts to visualize the reasons for agent turnover (e.g., career advancement, dissatisfaction, relocation).
- High agent turnover can lead to decreased productivity, lower customer satisfaction, and increased recruitment costs.
- Consistently low turnover rates may indicate stagnation or lack of fresh perspectives within the workforce.
- Employee engagement platforms to measure and improve job satisfaction and motivation.
- HR software for tracking turnover reasons and identifying patterns.
- Integrate agent turnover data with performance management systems to identify correlations with individual or team performance.
- Link turnover rates with customer satisfaction metrics to understand the impact on service quality.
- Reducing agent turnover can lead to improved customer service, higher employee morale, and potentially lower recruitment costs.
- However, efforts to reduce turnover may require increased investment in training, benefits, and retention programs.
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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.
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Reflects the efficiency of agents in handling follow-up tasks and can be crucial for workforce optimization.
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Calculates the average time an agent takes to complete post-call work after each call.
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Total After-Call Work Time / Total Number of Calls Handled
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- Increasing AAWT may indicate agents are spending more time on post-call tasks, potentially impacting their availability for new calls.
- Decreasing AAWT could signal improved efficiency in handling post-call work, leading to quicker availability for new customer interactions.
- What specific tasks are included in the after-call work time, and are there opportunities to streamline or automate these tasks?
- How does the AAWT vary across different types of calls or customer inquiries, and what factors contribute to these variations?
- Implement training or refresher sessions for agents to improve their efficiency in completing after-call work tasks.
- Leverage technology solutions such as CRM systems or automation tools to simplify and expedite post-call work processes.
- Regularly review and update after-call work guidelines and best practices to ensure they align with current business needs and customer expectations.
Visualization Suggestions [?]
- Line charts showing the average AAWT over time to identify any increasing or decreasing trends.
- Stacked bar charts comparing AAWT across different teams or agents to pinpoint areas for improvement.
- High AAWT can lead to longer wait times for customers, potentially impacting customer satisfaction and retention.
- Chronic increases in AAWT may indicate underlying issues in processes, technology, or agent performance that need to be addressed.
- Workforce management software to track and analyze after-call work time and identify areas for improvement.
- Integration with CRM systems or call center platforms to streamline post-call work processes and reduce manual effort.
- Integrate AAWT data with customer satisfaction metrics to understand the impact of after-call work on overall customer experience.
- Link AAWT tracking with agent performance management systems to provide targeted coaching and support for improving efficiency.
- Reducing AAWT can lead to improved customer service levels and potentially higher customer retention rates.
- However, overly aggressive reduction efforts may put undue pressure on agents and impact their well-being and job satisfaction.
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Average Call Abandon Time More Details |
The average time that callers wait on hold before they hang up, indicating potential service level issues.
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Provides an estimate of customer tolerance and can indicate the need for improved call handling capabilities.
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Assesses the average time a caller waits before hanging up the call.
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Total Time Callers Wait Before Abandoning / Total Number of Abandoned Calls
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- An increasing average call abandon time may indicate understaffing or inefficient call routing systems.
- A decreasing average call abandon time can signal improved customer service responsiveness or better call handling processes.
- Are there specific times of the day or week when the average call abandon time tends to increase?
- How does the average call abandon time compare with industry benchmarks or customer expectations?
- Implement call routing and queuing systems to distribute calls more evenly among available agents.
- Train agents to handle calls more efficiently and provide timely assistance to reduce wait times.
- Regularly monitor call volume and adjust staffing levels to meet demand during peak times.
Visualization Suggestions [?]
- Line charts showing the average call abandon time over different time periods (e.g., daily, weekly, monthly).
- Bar graphs comparing average call abandon times across different customer service channels or departments.
- High average call abandon times can lead to customer frustration and dissatisfaction, impacting customer retention and loyalty.
- Consistently long wait times may indicate systemic issues within the call center operations that need to be addressed.
- Call center software with real-time monitoring and reporting capabilities to track and analyze average call abandon times.
- Queue management systems to optimize call routing and reduce wait times for customers.
- Integrate average call abandon time data with customer relationship management (CRM) systems to understand the impact on customer satisfaction and retention.
- Link with workforce management tools to align staffing levels with call volume and reduce wait times.
- Reducing average call abandon time can improve customer satisfaction and loyalty, leading to higher customer lifetime value.
- However, increasing staffing or implementing new technologies to reduce wait times may increase operational costs.
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In selecting the most appropriate Call Center Operations KPIs from our KPI Library for your organizational situation, keep in mind the following guiding principles:
It is also important to remember that the only constant is change—strategies evolve, markets experience disruptions, and organizational environments also change over time. Thus, in an ever-evolving business landscape, what was relevant yesterday may not be today, and this principle applies directly to KPIs. We should follow these guiding principles to ensure our KPIs are maintained properly:
By systematically reviewing and adjusting our Call Center Operations KPIs, we can ensure that your organization's decision-making is always supported by the most relevant and actionable data, keeping the organization agile and aligned with its evolving strategic objectives.