This set of call center metrics provides a broad view into call center operational performance over time. By tracking these KPIs, CX leaders can Performance Metrics and KPIs identify peak periods, assess shifting trends and forecast staffing needs. Managers rely on them to keep tabs on day-to-day operations and achieve strategic optimization goals.
You can also use these call center metrics and KPIs phone number list to discern how company initiatives, such as product launches and marketing campaigns, affect call volumes and similar metrics.
Calls Handled
This KPI includes all the calls an agent touches in a specific timeframe. However, it usually doesn’t include abandoned calls. Many organizations what does the naktab platform offer you? break this metric down into two groups of calls:
- Total calls handled by an agent
- Total calls handled by an IVR
Cost Per Call
The cost per call (CPC) metric provides a Performance Metrics and KPIs critical view into operational effectiveness and helps drive resource allocation. It’s the average cost for each call that a call center handles.
Call Arrival Rate
With this metric, organizations assess how many incoming calls the call center receives in a set timeframe. Operational managers might watch this belize lists KPI daily, while executives look at trends over time. Depending on the organization’s size, they might assess the number of calls received by the day, hour or minute.
Every business needs to monitor the times when the highest volume of incoming traffic occurs. With this KPI, you can forecast staffing needs and prepare your team for peak periods.
Longest Hold Time Rate
Since waiting on hold is a proven customer pain point, companies must take steps to fix this problem. Companies should know the longest time a customer had to wait for an agent — and strive to stay under this hold time.
You can express the longest hold time according Performance Metrics and KPIs to the metric that shows the duration of the longest time a single customer was on hold.
Average Call Length
This metric provides insight into the average length of calls in a given period. You can use it to set expectations with your team to help manage their workloads.