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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Revenue per Call Center Representative

The total revenue generated through sales made by the company's Call Center, or Telesales, channel over a certain period of time divided by the number of Call Center representatives working...

KPI Type : Revenue

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Call Center Revenue as a Percentage of Total Revenue

The revenue generated by the Call Center divided by the total revenue generated by the company over the same period of time, as a percentage.

KPI Type : Revenue

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Span of Control: Workforce Management

The average number of Call Center Workforce Management employees reporting to each Call Center Workforce Management manager.

KPI Type : Organizational

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Call Center Training Expense as a Percentage of Total Call Center Expense

The training and development-related expense incurred by the company's Call Center divided by total expense incurred by the company's Call Center over the same period of time, as a percentag...

KPI Type : Cost

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Span of Control: Training & Coaching

The average number of Call Center Training & Coaching employees reporting to each Call Center Training & Coaching manager.

KPI Type : Organizational

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KPI's & Data 

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Total Expense: Technical Support

The total expense incurred by the Technical Support function of a Call Center over a certain period of time. Total expense includes labor, benefits, occupancy, and technology costs.

KPI Type : Cost

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KPI's & Data 

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Technical Support Representative Staffing Ratio

The number of company-wide employees divided by the total number of Technical Support employees working within a company's Call Center at the same point in time, expressed as a ratio (e.g.,...

KPI Type : Organizational

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KPI's & Data 

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Total Employees: Call Center Technical Support

The total number of Technical Support representatives working within the Call Center at a certain point in time. Employee headcount may be segmented by location, product or team.

KPI Type : Organizational

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KPI's & Data 

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Technical Support Representatives as a Percentage of Total Call Center Representatives

The number of Technical Support Call Center representatives divided by the total number of Call Center representatives working for the company at the same point in time, as a percentage.

KPI Type : Organizational

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KPI's & Data 

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Span of Control: Technical Support Representatives

The average number of Call Center Technical Support representatives reporting to each Call Center Technical Support manager.

KPI Type : Organizational

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KPI's & Data 

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Total Expense: IVR/VRU System

The total expense incurred by the IVR/VRU system over a certain period of time.

KPI Type : Cost

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KPI's & Data 

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Total Revenue: IVR/VRU System

The total revenue earned by the IVR/VRU system over a certain period of time.

KPI Type : Revenue

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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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KPI's & Data 

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Inbound Calls Handled per Representative

The total number of inbound calls handled by Call Center representatives divided by the number of Call Center representatives handling inbound calls over the same period of time.

KPI Type : Productivity

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KPI's & Data 

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Outbound Calls Handled per Representative

The total number of outbound calls handled by Call Center representatives divided by the number of Call Center representatives working for the company over the same period of time.

KPI Type : Productivity

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KPI's & Data 

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Average Handle Time (Outbound Calls)

The average number of seconds required to handle a single outbound call within the call center, including any after-call work that is required.

KPI Type : Productivity

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Average Handle Time (Inbound Calls)

The average number of seconds required to handle a single inbound call, including any after-call work that is required.

KPI Type : Productivity

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KPI's & Data 

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Contacts per Account

The total number of contacts (via phone, email, face-to-face, live chat) with customers divided by the number of customer accounts managed over the same period of time.

KPI Type : Volume

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Cold Transfer Rate

The number of instances where a customer call is transferred to another representative without any information regarding the nature or purpose of the call divided by the total number of tran...

KPI Type : Quality

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Warm Transfer Rate

The number of times in which the representative transfers a caller to another person but stays on the phone line to provide background information and make sure the call is answered divided...

KPI Type : Quality

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KPI's & Data 

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Calls Received per Customer

The total number of incoming calls (includes all calls offered) made to the company's Customer Service Department, or Call Center, divided by the average number of customers served by the co...

KPI Type : Service

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