Call Center focused KPIs Template
Essential customer service KPIs; measure, monitor and improve your call centre performance.
About this template
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A set of KPIs aimed at calls centers and companies who handle customer calls internally. This template is designed to track service levels, Call Handel Time resolutions and Customer Satisfaction. Each KPI within the template has been selected by call centre experts to offer a base set of KPIs in which to create or optimise your own customer service KPI strategy. These KPIs offer a best practice approach to call centre and customer service related calls.
Start a Trial with this templateKPIs in this Template:
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