Call Center KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Call Center Performance

Call Center

Buy Call Center KPI Benchmarking “Data-as-a-Service” Products from Opsdog

Opsdog.com sells Call Center KPI and benchmarking data in three different ways.

  1. Comprehensive Call Center KPI benchmarking reports bundles that include 10 to 80+ measured KPIs.
    • Price range is from $750-$2000 per report
    • Instant download
  2. Individual Call Center KPI benchmarks that contain 1 benchmarked KPI –
    • Price range is $50-$65 per individual benchmarked KPI
    • Instant download
  3. Custom Call Center benchmarking KPI Data-as-a-Service projects and consulting engagements
    • 3-10 week long KPI benchmarking projects
    • Price varies based on scope
    • Hybrid on-site/off-site low-cost model

Browse Instant Download Call Center KPI and Benchmarking Products for Purchase Below

KPI's & Data 

int(1)
Call Center KPI Encyclopedia

This document defines over 150 Call Center Department KPIs, including metric definitions for Training & Coaching, Technical Support, Call Processing & Issue Resolution and more. These KPIs a...

Type : KPI Encyclopedia

KPI's & Data 

NULL
Utilization Rate

The amount of time that a representative is on the phone handling customer calls (total handle time) divided by the total time worked, as a percentage.

KPI Type : Quality

Not Available - Click for Info

KPI's & Data 

NULL
Total Expense: Call Center Training

The total training-related expense incurred by the call center over a certain period of time. Formal training sessions or programs, as well as coaching and call monitoring, should be include...

KPI Type : Cost

Not Available - Click for Info

Let OpsDog customize business intelligence dashboards for you!

Chart

KPI's & Data 

NULL
Number of Support Tickets Closed

The total number of customer support tickets closed, or resolved, over a certain period of time (e.g., day, week, month).

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Number of Calls Transferred by Destination

The number of calls that were transferred by call center representatives segmented by the department or team that the call was transferred to (i.e., the transfer destination) over a certain...

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Number of Calls Transferred

The total number of transfers that occurred within the call center over a certain period of time (includes warm transfers, cold transfers, and call escalations).

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Total Volume: Warm Transfers (Data)

The number of transfers where the original representative transfers the call and provides information related to the call (call reason, account number, etc.) to another representative, but d...

KPI Type : Quality

Not Available - Click for Info

KPI's & Data 

NULL
Total Volume: Warm Transfers

The number of transfers where the original representative stays on the line after the transfer is made to provide introductions and brief the representative the call is being transferred to...

KPI Type : Quality

Not Available - Click for Info

KPI's & Data 

NULL
Calls Offered

The total number of incoming calls routed to call center representatives over a certain period of time (includes both calls answered, or handled, and calls that are abandoned before a repres...

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Calls Monitored per Representative

The total number of calls monitored by call center managers or training employees divided by the number of call center representatives. Include both side-by-side and silent call monitoring i...

KPI Type : Quality

Not Available - Click for Info

KPI's & Data 

NULL
Total Number of Holds

The total number of times that customers were placed on hold (both internal and external holds) during calls handled by call center representatives over a certain period of time.

KPI Type : Service

Not Available - Click for Info

KPI's & Data 

NULL
Outbound Calls per Representative (External)

The average number of outgoing calls made by a call center representative to a contact outside the company over a defined period of time (daily/weekly/monthly).

KPI Type : Productivity

Not Available - Click for Info

KPI's & Data 

NULL
Outbound Calls per Representative (Internal)

The average number of outgoing calls made by a call center representative to a contact inside the company over a defined period of time (daily/weekly/monthly).

KPI Type : Productivity

Not Available - Click for Info

Take a bite out of inefficiency with custom business intelligence from OpsDog

Briefcase

KPI's & Data 

NULL
Average Talk Time (Outbound External)

The average amount of time required to handle a single outgoing call made by a call center representative to a contact outside the company. This figure does not include after-call work or ho...

KPI Type : Productivity

Not Available - Click for Info

KPI's & Data 

NULL
Average Talk Time (Outbound Internal)

The average amount of time required to handle a single outgoing call made by a call center representative to a contact inside the company. This figure does not include after-call work or hol...

KPI Type : Productivity

Not Available - Click for Info

KPI's & Data 

NULL
Total Volume: Outbound Calls Handled (External)

The number of outgoing calls made by a call center representative to a contact outside the company over a defined of time.

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Total Volume: Outbound Calls Handled (Internal)

The number of outgoing calls made by a call center representative to a contact inside the company (e.g., another department, etc.) over a defined period of time.

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Total Volume: Support Ticket Backlog

The total number of support tickets in the customer support team's backlog at a certain point in time.

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Cycle Time: Customer Support Ticket Resolution

The number of hours required to close, or resolve, a customer support ticket, from the time the ticket is opened until the issue is resolved.

KPI Type : Service

Not Available - Click for Info

KPI's & Data 

NULL
Support Tickets Opened per Thousand Customers

The total number of customer support requests, or tickets, opened over a certain period of time (support tickets could be opened through a support call, email, instant message, online suppor...

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Percentage of Tickets Reopened

The number of customer support tickets that must be reopened due to a recurring issue and/or poor customer service divided by the total number of tickets opened over the same period of time,...

KPI Type : Service

Not Available - Click for Info

Get business-intelligence-powered KPIs—custom installed by OpsDog!

Chart

KPI's & Data 

NULL
Support Ticket Escalations per Thousand Customers

The number of customer support tickets that are escalated to customer service managers/supervisors for resolution over a certain period of time divided by each one thousand customers, or end...

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Unit Cost: Customer Support Ticket

The total expense incurred by the User Support & Services function divided by the total number of customer support tickets opened over the same period of time.

KPI Type : Cost

Not Available - Click for Info

KPI's & Data 

NULL
Support Ticket Closure Rate

The number of employee support tickets closed or resolved as a percentage of the total number of employee support tickets open over the same period of time.

KPI Type : Productivity

Not Available - Click for Info

KPI's & Data 

NULL
Average Compensation: Call Center Managers

The total compensation-related expense (salary, bonuses, commissions) incurred by Call Center managers divided by the number of Call Center managers working within the company.

KPI Type : Cost

Not Available - Click for Info

KPI's & Data 

NULL
Average Compensation: Call Center Representatives

The total compensation-related expense (salary, bonuses, commissions) incurred by Call Center representatives divided by the number of Call Center representatives working within the company.

KPI Type : Cost

Not Available - Click for Info

KPI's & Data 

NULL
Average Handle Time: Call Closing

The average number of seconds required to perform call closing activities during the course of a single call over a certain period of time. During this call phase, the agent typically ensure...

KPI Type : Productivity

Not Available - Click for Info

KPI's & Data 

NULL
Number of Calls Answered Within SLA

The total number of incoming calls from customers that were answered within the timeframe defined in the call center's service level agreement (SLA).

KPI Type : Service

Not Available - Click for Info

KPI's & Data 

NULL
Total Handle Time: Talk Time

The total time required to handle all customer calls offered over a certain period of time, not including after-call work (wrap time) or hold time. Time can be segmented by call stage.

KPI Type : Volume

Not Available - Click for Info

KPI's & Data 

NULL
Total Volume: Support Tickets Opened

The total number of customer support tickets opened over a certain period of time. Support tickets can be opened through support calls, emails, instant messages, online support ticket submis...

KPI Type : Volume

Not Available - Click for Info

Select an industry.

Contact OpsDog

Let us take your KPIs & business intelligence efforts to the top.

Contact us now to discuss a BI engagement with OpsDog.
Contact OpsDog