Call Center focused KPIs Template

Essential customer service KPIs; measure, monitor and improve your call centre performance.

About this template

# of KPIs:

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.

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KPIs 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