12 Call Center Key Performance Indicators

Posted on : 5,Oct,2017

call center with numerous of employees wearing headsets answering the telephone

When you’re assessing the efficiency of a call center, it’s important to analyze the call center’s key performance indicators or KPIs for short. However, it’s not often clear which KPIs to measure and track over time. Here’s a list of the top 12 call center key performance indicators.

1. Percentage of Blocked Calls

The percentage of blocked calls, that is, the number of inbound callers that get a busy signal when they call, has a big impact on customer satisfaction. Blocked calls are often caused by one of the following: 

  • All available agents are busy and no call queues are configured (or the call queues are full.) Callers hear a busy signal when they call or are routed directly to voicemail. 
  • The call center software can’t effectively deal with call volumes.

Even one blocked call may be a missed opportunity to connect with a prospect or customer, so this KPI shouldn’t be ignored.

2. Average Time Waiting in Queue

No one likes waiting in a queue for long periods of time. In order to ensure that your caller wait times are within an acceptable range, this is something that must be kept track of. Average waiting time is calculated by dividing the total time callers wait in queues by the total number of calls answered by agents. This is an excellent indicator of whether or not your call center team is providing your callers with the service they expect and deserve.  

3. Average Abandonment Rate

The percentage of callers who hang up before reaching an agent, or call abandonment, is a common occurrence in a call center and can have a negative impact on customer retention. Therefore, it’s vital that your call center keeps track of this KPI and makes sure that it remains below a set level.

4. Service Level

The percentage of calls answered within a specified number of seconds is the service level. Usually, this KPI is displayed in real time to both call center agents and managers in their software metrics dashboard so they can make decisions that will have an impact on keeping the service level within an acceptable range. 

5. Average Answering Speed

As you might suspect, the average time it takes for calls to be answered during a specific time frame is the average answering speed. The average answering speed includes time spent waiting in a queue and while the agent’s phone rings, but doesn’t include the time it takes to navigate through the interactive voice response (IVR.) Call center managers typically reference this KPI when assessing their team’s efficiency and degree of availability to callers.

6. Average Handle Time

Average handle time refers to the elapsed time between when an agent answers a call and the time they disconnect. This KPI is directly related to caller satisfaction and is one of the most commonly analyzed KPIs in the industry.

7. Average After Call Work Time

In most cases, an agent’s work doesn’t end when they finish a call. After call work time refers to the time agents spend completing a transaction after the caller has hung up, which includes updating databases, sending emails and informing teammates about a call. Managers often want to reduce after call work, so that their team can spend more time connecting with customers.

8. First Call Resolution

Another KPI that’s directly related to customer satisfaction is first call resolution. This is the percentage of calls where the agent addresses the caller’s needs completely without having to transfer, escalate or return the call. First call resolution may be the most important KPI related to customer satisfaction with a company and should, therefore, be at the top of the list of call center KPIs to track.

9. Customer Satisfaction

Customer satisfaction can be gained from many different sources. Call centers typically work out a customer satisfaction score based on customer surveys, as well as getting quality assurance measurements.

10. Occupancy Rate

The amount of time that an agent is on live calls and completing work associated with the calls is called the occupancy rate. When setting targets for this KPI, a call center manager must be aware of agent workload and stress.

11. Agent Absenteeism

The number of days lost every year due to agents being absent as a percentage of the total number of contracted days is how agent absenteeism is measured. This KPI can have a major impact on call center scheduling and staffing and can be helpful in developing a budget, as well as optimizing workforce management practices.

12. Agent Turnover Rate

The agent turnover rate is the percentage of agents who leave the call center to work elsewhere. Because this KPI impacts customer satisfaction significantly, as well as scheduling and team morale, it should be on the call center manager’s list of metrics to track over time.

Measuring call center KPIs associated with customer satisfaction, agent effectiveness and overall efficiency should be the main objective of managers who wants to improve their call center’s performance.