Call Center KPIs, Metrics & Benchmarking

Call Center Metric Definitions, Benchmarking Data & Reports

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KPI DEFINITION
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Showing results 1 through 31 of 191 records
Average Handle Time (AHT) The average number of seconds required to handle a single call (includes inbound and outbound calls), including any after-call work that is required. See data (1365)
Call Center Shrink Rate The amount of time that Call Center representatives spend off the phone and unavailable to accept calls (includes breaks, vacation, meetings, etc.) divided by the total scheduled work time, as a percentage. See data (1235)
Average Hold Time The average number of seconds that a customer waits on hold during the course of a call, as well as between transfers. See data (1183)
Average Speed of Answer (ASA) The average amount of time (in seconds) a caller must wait before a Call Center representative answers the phone. See data (1117)
Call Center Shrink Rate Due to Breaks The amount of time that Call Center representatives spend off the phone and unavailable to accept calls as a result of breaks divided by the total scheduled work time, as a percentage See data (1033)
Average Handle Time: After-Call Work The average number of seconds required to perform after-call work after a single call is completed over a certain period of time. See data (1021)
Average Talk Time The average amount of talk time (i.e., agent on the phone engaged with caller) required to handle a single incoming customer call. This does not include after-call work or hold time. See data (974)
Abandonment Rate 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 the same period of time, as a percentage. Abandonded calls include all calls that enter an agent queue but are abandoned (i.e., the caller hangs up) before speaking to a Call Center representative. See data (957)
Call Center Shrink Rate Due to Meetings The amount of time that Call Center representatives spend off the phone and unavailable to accept calls as a result of meetings divided by the total scheduled work time, as a percentage. See data (956)
Transfer Rate The number of incoming calls that must be transferred to another employee to be resolved divided by the total number of incoming calls handled, as a percentage. See data (923)
Calls Offered The total number of calls coming into the Call Center over a certain period of time (includes both calls handled and calls that are never answered by a representative). See data (742)
Calls Handled The total number of calls handled (incoming) by Call Center representatives during a given time period (hourly/daily/weekly/monthly). See data (710)
Call Center Shrink Rate Due to Offline Activities The amount of time that Call Center representatives spend off the phone and unavailable to accept calls as a result of various off-line tasks (such as ad hoc requests from management, internal emails, etc.) divided by the total scheduled work time, as a percentage. See data (709)
Call Center Shrink Rate Due to Coaching The amount of time that Call Center representatives spend off the phone and unavailable to accept calls as a result of coaching divided by the total scheduled work time, as a percentage. See data (701)
Occupancy Rate The amount of time that a representative spends handling calls divided by the total amount of time that the representative is logged in and available to answer calls, as a percentage. See data (494)
SLA Adherence: Speed of Answer The number of calls answered by Call Center representatives within the pre-defined speed of answer window (e.g., 80/20 service level equates to 80% of calls answered within 20 seconds) divided by the total number of calls answered (i.e., calls handled) by Call Center representatives over the same period of time, as a percentage. See data (486)
Call Center Shrink Rate Due to Training The amount of time that Call Center representatives spend off the phone and unavailable to accept calls as a result of training divided by the total scheduled work time, as a percentage. See data (481)
After-Call Work as a Percentage of Total Handle Time The total amount of time spent on after call work (wrap time) divided by the total amount of time spent handling customer calls over the same period of time, as a percentage. See data (452)
Hold Time as a Percentage of Total Handle Time The total amount of time that customers wait on hold divided by the total amount of time spent handling customer calls over the same period of time, as a percentage. See data (452)
Talk Time as a Percentage of Total Handle Time The total amount of time spent talking to customers (not including hold time or after-call work) divided by the total amount of time spent handling customer calls over the same period of time, as a percentage. See data (452)
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. See data (452)
Forecast Accuracy: Calls Offered The difference between forecasted calls offered and the actual number of calls offered divided by the number of forecasted calls offered, as a percentage. See data (384)
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). See data (322)
Calls Handled per Representative The total number of calls handled (inbound and outbound) by Call Center representatives divided by the total number of Call Center representatives working for the company over a certain period of time. See data (272)
Call Center Shrink Rate Due to Absences A yes/no metric indicating whether the IVR/VRU system allows the customer to complete certain tasks in-full without the assistance of a live representative. See data (238)
Call Center Shrink Rate Due to Vacation The amount of time that Call Center representatives spend off the phone and unavailable to accept calls as a result of vacation divided by the total scheduled work time, as a percentage. See data (219)
Schedule Adherence Amount of time correctly logged into the activity assigned to the representative divided by the total time logged in by the representative(s), as a percentage. See data (118)
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 ensures that the customer's needs were met and checks to see if there is anything else they can assist with before hanging up. See data (91)
First Contact Resolution Rate The number of inbound calls that are resolved on the first contact without the need for transfer or subsequent contacts divided by the total number of inbound calls received over the same period of time, as a percentage. See data (58)
Span of Control: Call Centers The average number of Call Center representatives reporting to each Call Center manager. Can be segmented by call queue, product or team. See data (51)

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