Customer Service KPIs & Benchmarks

Customer Service Metric Definitions, Benchmarking Data & Reports

Filters

KPI NAME
KPI DEFINITION
DATA
(NUM. OF DATAPOINTS)
1
2
3
4
5
6
Showing results 1 through 31 of 161 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)
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)
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)
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)
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)
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)
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)
Net Promoter Score (NPS) Net Promoter Score (NPS) measures, on a scale of 1-10, how likely a customer is to recommend a company to a friend, family member or coworker. NPS is calculated by subtracting the percentage of detractors (those who rate the company from 0-6) from the percentage of promoters (those who rate the company from 9-10). See data (148)
On-time Customer Order Delivery Rate The total number of shipments received by customers on or before the committed ship or delivery date divided by the total number of products shipped over the same period of time, as a percentage. See data (142)
Customer Satisfaction Index (ACSI) A customer survey scale from 0 - 100, derived from a combination of 3 questions (0 - 10) measuring different aspects of customer experience. This metric was developed and is maintained by the American Customer Satisfaction Index (ACSI) group. See data (96)
Cycle Time: Internal Customer Order Processing The number of days required to process a customer order, from the time when the customer order is received to the time the order is shipped by the supplier. See data (88)
Perfect Customer Order Rate A composite score calculated by multiplying average on-time delivery rate (%), complete shipment rate (%), undamaged shipment rate (%), and correct documentation rate (%) for a certain period of time or group of shipments, as a percentage. See data (88)
Mean Time To Repair The average amount of time (in hours) required to repair the system, application or network after a failure/outage is reported. See data (86)
Cycle Time: Customer Order Processing The number of days required to process a customer order, from the time when the order is placed until it is received by the customer. See data (61)
Customer Order Fill Rate The total number of customer orders filled exactly as requested by the customer divided by the total number of customer orders filled over the same period of time, as a percentage. See data (61)
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)
Customer Order Line Item Fill Rate The total number of order line items filled exactly as requested by the customer divided by the total number of customer order lines filled over the same period of time, as a percentage. See data (48)
Customer Churn Rate Total number of customers lost over a certain time period divided by the total number of customers at the beginning of that time period, as a percentage. See data (48)
Percentage of Sales Lost Due to Supply Issues The total value (in dollars/currency) of sales lost due to the supplier being out of stock divided by the total value of customer orders placed over the same period of time, as a percentage. See data (45)
Customer Backorder Rate The total number of customer orders delayed (backordered) due to the company being out of stock divided by the total number of customer orders placed over the same period of time, as a percentage. See data (45)
Percentage of Customer Orders with Correct Documentation The total number of orders received by customers that contain accurate documentation (invoice, ASN, etc.) divided by the total number of orders received by customers over the same period of time, as a percentage. See data (40)
Percentage of Backorder Lines The total number of customer order lines delayed in a shipment due to the company being out of stock divided by the total number of order lines processed over the same period of time, as a percentage. See data (40)
Percentage of Backorder Dollars/Units The total number of order dollars or units delayed in shipment due to the company being out of stock divided by the total value or number of units ordered over the same period of time, as a percentage. See data (40)
Complete Customer Order Rate The total number of customer orders that are shipped with all agreed upon lines/units divided by the total number of customer orders shipped over the same period of time, as a percentage. See data (40)

Looking for a custom solution?

OpsDog’s remote analytical team can provide custom, high quality data, reports and analysis for your organization with low cost and risk. Custom solutions include:

Questions?Call: 844-650-2888Email: info@opsdog.com

Let's find a solution that works for you. Fill out the form below and an OpsDog team member will contact you shortly to learn more about your needs...

Need help?
Call: 844-650-2888
Email: info@opsdog.com
TOTAL:
Tax will be calculated in the purchase step.
Continue to Payment
Please login to continue your purchase
Need help?
Call: 844-650-2888
Email: info@opsdog.com
Need help?
Call: 844-650-2888
Email: info@opsdog.com
Back to Top Back to Top