Call Center KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Call Center Performance

Call Center

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KPI's & Data 

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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

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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

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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

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KPI's & Data 

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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

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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

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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

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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

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KPI's & Data 

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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

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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

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KPI's & Data 

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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

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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

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KPI's & Data 

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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

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KPI's & Data 

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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

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KPI's & Data 

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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

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KPI's & Data 

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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

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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

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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

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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

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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

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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

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KPI's & Data 

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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

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KPI's & Data 

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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

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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

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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

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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

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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

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KPI's & Data 

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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

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KPI's & Data 

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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

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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

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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

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