What is a Call Center?
A Call Center (also sometimes called a Contact Center or Customer Service Center) is a central location designed to manage communication with customers (internal or external) across multiple channels (email, phone, live chat). Call Centers rely heavily on technology and automation (use of customer management systems and IVR/VRU menus) to run efficiently and to provide the highest levels of customer service. Inbound communications can include customer order processing, customer complaints, and technical support. Outbound call centers market and sell products or services to new and existing customers, or manage customer accounts. At large companies, internal call centers may provide technical support or HR services. Depending on the needs of the company, call center activities can be performed in-house, or outsourced to a third party agency.
Call Center Benchmarking ReportBenchmarking Report Bundle
Abandonment RateBenchmarking Report
Call Center KPI EncyclopediaKPI Encyclopedia
Call Center Best Practices GuideBest Practices Guide
Call Center Organization Chart TemplateOrg Chart Template
Call Center Forecasting, Scheduling & ReportingWorkflow Template
The number of callers who hang up before speaking to a Call Center representative (does not include calls resolved within IVR/VRU system) divided by the total number of incoming calls over t...
KPI Type : Service
Formula : (Number of Calls Where Caller Hangs Up Before Speaking to a Representative/ Total Number of Inbound Calls Offered) * 100
KPI Benchmark Range : 1.8%-11.7%
Average Handle Time (AHT)
The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.
KPI Type : Productivity
Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)
KPI Benchmark Range : 221-656
A typical Call Center is composed of several common sub-functions, or teams, that work together to handle customer (internal or external) complaints or inquiries, provide technical support to customers, and manage inbound customer contacts. Call centers must maintaining optimal staffing levels to appropriately handle customer contacts and monitor service representative performance to ensure appropriate service levels. Browse our Collections organization chart page to learn about the roles and responsibilities of each major function. Then, download our org chart template (PDF, Visio, PPT) to plan and support call center operations improvement efforts.
Check out our call center best practices page to view selected descriptions of work methods that have been proven to produce better results (as compared to other, similar methods). Want more? Download our Call Center best practices guide, which provides a healthy selection of valuable best practices that can be incorporated to improve call center operations. There might not be only one "best" way to perform every task. However, there is always a "better" way.