KPIs for Call Center

KPIs for Call Center 
Inbound call center
Stt
English
VietNamese
01
Order entry accuracy
inbound order placement accuracy
Direction: Maximize
Outbound call center
Stt
English
VietNamese
01
Answering %
Number of sales calls answered / total number of sales calls offered
Unit type: Percentage 
Direction: Maximize
02
Hitrate
Products sold compared to total sales calls.
Unit type: Percentage 
Direction: Maximize
Stt
English
VietNamese
01
Call management operator activities
Number of operator activities per call – maximum possible, minimum possible, and average. (E.g. take call, log call, attempt dispatch, retry dispatch, escalate dispatch, reassign dispatch, etc.)
02
Answered calls per hour
The number of answered phone call per hour
2 months ago by joel S. : 40
03
Total Calling Time
Total Calling Time per Day or week.
This KPI is useful for Outbound Call Centers, if a shift for an agent is say 8 hours, how much average time is spent on actual calling out of 8 hours measures productivity of an agent. Typical outbound sales call time does not last for more than 3 minutes, even if agent is making 100 calls per day, agent is spending 300 minutes for calls and all remaining PSP or others. However if one compared with total calls made with total calling time which gives Average time per call. In our study we found out that average call does not last for more than 90 sec!!!, therefore one can push call agents to achieve higher number of calls per day.
Unit type: Time
04
Average queue time of incoming phone calls
Average queue time of incoming phone calls.
Unit type: Time
05
Agents FTEs as % of total call center FTEs
Agents FTEs as a percentage of total call center FTEs.
Unit type: Percentage
06
Cost per minute of handle time
Cost per minute of handle time
Unit type: Money
07
Email Backlog
Number of un-responded emails.
Direction: Minimize
08
Average after call work time
Average after call work time (work done after call has been concluded).
Other names used are Avg Wrap-Up time and Avg PCP (Post Call Processing).
Unit type: Time
This would be more accurately stated as work done after the call is concluded rather than answered.
6 months ago by Øyvin S. 
drobertson is correct, it is the work after the call is concluded.
It is typically the time used to enter data, filling out forms – anything to complete the transaction.
It is an important KPI because the agent is unavailable for new inbound calls during this time. Together with avg Handling time these KPI really impact staffing, and thereby costs. 
Other names used are “Avg Wrap-Up time” and “Avg PCP” (Post Call Processing)
09
% of calls transferred
Percentage of calls transferred within measurement period.
Unit type: Percentage
10
Costs of operating call center / service desk
Costs of operating a call center / service desk, usually for a specific period such as month or quarter.
Unit type: Money
11
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
12
Number of complaints
Number of complaints received within the measurement period.
Direction: Minimize
13
Average wrap-up time
The amount of time, after the call is completed, the agent needs to complete administrative tasks related to the call.
Unit type: Time 
Direction: Minimize
14
% of blocked calls
The number and percentage of calls that receive a busy signal and could not even get to the automatic call distribution system (ACD).
Unit type: Percentage 
Direction: Minimize
15
Agent utilization
The amount of time agents spend on calls versus other internal tasks, expressed as a percentage of available time.
Unit type: Percentage 
Direction: Maximize
16
Average abandonment time
The average time a caller waited before abandoning the call.
Unit type: Time
17
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
Interpretation: 
Customer issues solved by the customer in the first call will effect customer satisfaction and support costs positively.
Unit type: Percentage 
Direction: Maximize
Can you tell me how you are measuring this?
9 months ago by The Librarian 
In practice, i think measuring this correctly depends on the underlying registration system for customer issues. If customer issues are re-opened in the registration system, the number of un-reopened customer issues could be counted. If no correlation exists between the first call and follow-up calls, it would be hard to measure. But maybe, someone else in the KPI community has guidelines?
18
% of phone calls adherence to script
Number of phone calls that were conducted based on a script relative to the total number of phone calls.
Unit type: Percentage 
Direction: Maximize
19
Staff turnover
Number of employee departures (in FTE) divided by the average number of staff members (in FTE)employed.
Interpretation: 
High staff turnover may indicate loss of knowledge, and higher costs in recruitment to fill open positions.
Unit type: Percentage 
Direction: Minimize
am sorry about being so analytical but there is a fundamental flaw in the following equation which makes the management of this KPI very suspect. While workforces and number of positions change over time this description infers that you can have an equal representation of staff turnover by having a simple equation of the number of departures over a period of time over the current employee base.
The simple question “What period of time does this represent?” allows for different interpertations as to the validity of this metric. If you have a 12 month departure over a single month number of staff member employed does not take in to account seasonal or changing workforces. I propose that an Annual Staff trunover metric be used. This could be where you use the number of departures over a 12 month period over the sum number of positions open ofer the same 12 month period.
8 months ago by wendy B. 
I would go one step further and only use the core FTE in the equation. Every call centre has seasonal peaks where temp resources are bought in. I keep these out of my KPI for the frontline managers. The turnover in temps is the KPI I have set for my recruitment agency.. ie: if they source temps who do runners or are unreliable they are accountable. For the frontline managers I also remove internal transfers as I do not agree with them being accountable for this as well. By taking this approach I now have solid numbers around:
Total turnover + a breakdown of temp and permanent resources
Permanent turnover + a breakdown of internal transfers and left the company categories.
When reporting to the Executive/board this allows me greater leverage as I am able to demonstrate the high turnover for me is not a bad thing.. other depts keep taking my staff due to the recruiting strategy.
7 months ago by kimdung T. 
Staff turnover=
Number of FTE departures divided by the average number of FTE employed.
in details, a company should calculate a rate of turnover for different kinds of staff such as: for managers, for professionals, sales staff, architects, and blue workers, etc in oder to find ways to reduce its staff turnover.
The formular can be calculated during a period of a month, or a year.
6 months ago by Chris M. 
The number of employee terminations divided by the average number of employees during the measurement period
20
Average cost per phone call
Average costs (fixed and variable costs) associated to phone calls divided by the number of phone calls
Unit type: Money
21
Average talk time of phone calls
Average duration (talk time) of phone calls.
Unit type: Time
22
Average hold time of calls
Average time that customers are put on hold during telephone calls.
Unit type: Time 
Direction: Minimize
23
% of calls answered within set timeframe
Percentage of telephone calls answered within a definite timeframe, e.g. 80% in 20 seconds
Unit type: Percentage 
Direction: Maximize
24
Average speed to answer phone call
Average time (usually in seconds) it takes for a telephone call to be answered
Unit type: Time 
Direction: Minimize
25
Abandon rate of phone calls
Percentage of telephone calls abandoned by the caller while waiting to be answered.
Unit type: Percentage 
Direction: Minimize