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What KPIs Should I Track for My Call Center?

November 15, 2023


As a call center manager, it's important to understand performance at every level through key performance indicators, or KPIs. Tracking the right metrics allows you to optimize processes, improve agent performance, and enhance the customer experience over time. In this guide, we'll discuss essential KPIs every call center should measure ...

As a call center manager, it’s important to understand performance at every level through key performance indicators, or KPIs. Tracking the right metrics allows you to optimize processes, improve agent performance, and enhance the customer experience over time.

In this guide, we’ll discuss essential KPIs every call center should measure on a daily, weekly and monthly basis. With data-driven insights, you can make informed strategic decisions to boost key areas like sales, customer satisfaction and staff efficiency.

Calls by Type of Contact

Tracking the volume of inbound vs. outbound calls, chats, emails and other contact types handled is fundamental. Note trends to size staffing needs and understand your busiest/slowest periods. Outline a calls-per-hour goal to maintain service levels. With data from Virtual Helper’s call center software, easily pull reports on contact mix.

Average Handle Time

Monitoring the average and range of time agents spend on each call/contact provides clarity into workflow efficiency. Too long typically signals training needs or complexity that warrants process improvements. Too short may mean rushed service. AHT assists staffing, forecasting call volume per shift and identifying top agents to mentor peers.

Abandonment Rate

The percentage of contacts abandoned by customers before an agent answers gauges wait times and potential frustrations. Beyond compliance, it impacts reputation, sales and retention. Most strive for 5% or less abandonment through staffing appropriately or technology like call-back options. Compare internal goals to industry benchmarks.

First Call Resolution

Track the percentage of customer issues fully resolved within the first contact to measure agent effectiveness. Resolving queries in one touchpoint boosts satisfaction while lowering repeat calls and higher support costs. Goals generally target 80-90% FCR through refined knowledgebase tools and thorough agent training programs.

Service Level

Service level indicates the percentage of calls answered within a certain period, like 80% within 20 seconds. This quantifies customer access and wait times while factoring appropriate staffing. 80% within 30 seconds remains a common target. Low service levels impact the brand experience and potentially drive callers to competitors.

Customer Satisfaction

Gathering CSAT (customer satisfaction) scores through post-call surveys rates customers’ perceptions of service quality and helps identify areas for agent coaching. Aim for 4+ on a 5-point scale or 9+ on a 10-point scale. Track CSAT alongside resolution rate to see their relationship. Rewards programs encourage high ratings.

Sales Conversion Rate

For call centers handling sales inquiries, tally the proportion of total calls resulting in closed-won business. Compare rates between programs, products, times of day and agents. Bring areas under par up to the standard through enhanced scripts, collateral or additional training. Optimize prospect engagement from first contact onward.

Agent Utilization

Monitor the actual percentage of total shifts spent by agents actively assisting customers versus idle time between calls. Strive for 80-85% utilization to maximize productivity while preventing burnout. Too high shows understaffing; too low may mean long wait times, dull scripts or unnecessary wrap-up tasks after each contact.

Agent Adherence

Using call recording features from services like Virtual Helper, listen for variances from approved scripts and guidelines. This qualifies coaching needs on soft skills, technical product knowledge or process inconsistencies. Note average score Cardioid improve over time through mentoring weaker performers to standard.

Employee Turnover

The rate at which staff leaves impacts costs, culture and service consistency. Beyond compensation, identify root causes like excessive stress, lack of appreciation, insufficient training or career development. Implement perks, bonuses and job enrichment programs to beat industry turnover averages and save recruitment/onboarding expenses.

Advanced reporting and wallboards from Virtual Helper unified platform help track these and other KPIs in real-time with wallboards, customizable dashboards and exportable formats. Proactive data-driven management informed by the right metrics establishes and sustains a high-performing contact center focused on revenue and retention goals.

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