KPI Library Find a wealth of individual KPIs for your business.

Browse the KPI Library

Welcome to the KPI Library, here you’ll find lots of KPIs to jump start your performance monitoring. Everything from Call centre focused KPIs to Transportation and almost anything you can think of in between. These KPIs and even KPI templates can also be found in your SimpleKPI account by going to the KPIs tab. Feel free to use these KPIs as and where you like.

We're always open to new suggestions and KPIs to include in the library, so if there is some subject, industry or category you think we’ve missed we'd be happy to know.

Call Centre (13) Charities / Non Profit (10) Construction (8) Customer Services (10) Finance (18) Healthcare (12) Human Resources (16) Libraries (19) Manufacturing (18) Operations (11) Rental Lettings (11) Retail (16) Sales (19) SEO (19) Software as a Service (SaaS) (16) Transportation & Haulage (23)

Call Centre (13)

Abandoned Calls

The total number of abandoned calls

Agent Days Worked

The number of agent days worked this month

Average Wait Time

The number of seconds a caller has to wait

Call Center Expenses

Total expenses for the call center

Call Conversions

The number of calls converted to sales

Call Handle Time

The average length of a call

Calls Conversion Percentage

The percentage of calles converted to sales

Cost Per Call

The number of calls divided by the call center expenses

Customer Satisfaction

Customer Satisfaction Percentage

First Contact Resolution

The number of resolutions completed on first call

Inbound Calls

The total number of answered and unanswered calls

Service Grade

The number of inbound calls answered within 10 seconds

Total Answered Calls

The number of calls answered