Check these core inbound and outbound call center KPIs to measure the performance of your call center and agents.
This guide also helps CX leaders and call center team managers maximize agent productivity, customer satisfaction, and outbound sales and cut down operational costs by understanding important performance metrics.
KPI metrics for inbound call center (customer service)
First contact resolution rate
First contact resolution is a term used to describe the process of successfully resolving customer inquiries or complaints during the initial contact with a customer service representative.
This is an important part of call center operations as it can help reduce costs and improve customer satisfaction.
The goal of first contact resolution is to ensure that customers get their problems solved quickly and efficiently, without having to wait for multiple contacts or transfers.
To achieve this, support agents must be well-trained and equipped with the right tools and resources to address customer inquiries quickly and accurately. By doing so, they can provide customers with a seamless experience that results in higher satisfaction rates.
Call handling time
Call handling time is an important metric for any call center. It measures the amount of time taken by a customer service agent to handle a customer call. This metric can be used to identify areas where agents need training, as well as to determine how effective the support team is in responding to customer inquiries.
Call handling time also provides valuable insight into the overall efficiency of a call center.
By monitoring this metric, companies can identify potential problems and take corrective action before they become too costly or difficult to solve.
With the right strategies in place, businesses can reduce their call handling time and improve their customer service.
Customer satisfaction has become a key performance indicator (KPI) for many businesses. Companies are increasingly relying on customer satisfaction surveys to measure the success of their customer service operations and to identify areas where they can improve.
CSAT, or Customer Satisfaction Score, is one of the most commonly used metrics in this regard. It measures how satisfied customers are with the support they receive from a call center or other customer service agents.
By looking at CSAT scores, companies can quickly identify trends and make adjustments to ensure that their customers are receiving the best possible experience.
Average speed of answer
The average speed of answer (ASA) is an important metric for any call center or customer support team. It measures the time it takes for a customer service agent to answer a call.
A high ASA means that customers are getting their queries answered quickly and efficiently, while a low ASA means that customers have to wait too long for their queries to be addressed.
Average resolution rate
The average resolution rate is calculated by dividing the total number of successful resolutions by the total number of calls received. This metric helps call centers measure how well their agents are performing, as well as how effective their processes are in helping customers find solutions to their problems.
By understanding this metric, call center managers can better understand what needs to be improved and implement strategies that will help increase the resolution rate.
Agent turnover rate
Agent turnover rate is a critical metric for any call center or customer support team. It is the rate at which agents and representatives leave the organization, and it has a direct impact on customer service quality.
High agent turnover rate can lead to decreased customer satisfaction, higher operational costs, and lost revenue. Thus, it is important to understand the underlying causes of agent turnover in order to reduce it.
Average call wait time
The average wait time for a customer to receive support from a call center agent is an important metric to consider when evaluating the overall customer experience.
It is essential for companies to be aware of how long their customers are waiting in order to ensure that they are providing the best possible service.
Customer churn rate
Customer churn rate is an important metric for any business as it reflects the rate at which customers are leaving the company.
It is especially important for call centers and customer support teams, as these are the departments that interact with customers directly. By understanding the customer churn rate, they can identify areas of improvement and take corrective action to reduce it.
In order to reduce customer churn rate, call centers and customer support teams should focus on providing excellent customer service and develop strategies to improve customer loyalty.
Average no of waiting calls
The average calls in queue KPI calculation takes into account the total number of calls that are waiting to be answered, as well as the average wait time for each call.
This metric can be used to determine if there are enough agents available to handle incoming calls, or if processes need to be improved in order to reduce wait times. By understanding this KPI, businesses can ensure that their customers get timely and efficient support.
Low Call volume
Call volume is a key performance indicator (KPI) for any call center or customer support team. It measures the total number of calls that agents handle in a given period of time and provides an insight into how well the team is performing.
Call volume can be used to measure the performance of individual agents as well as the team overall.
It can also provide valuable insights into customer service trends, such as peak times for call volumes, and help managers adjust resources accordingly.
By understanding call volume, companies can ensure that their customer service teams are properly equipped to meet customer demands and provide excellent support.
Customer feedback percentage per agent
Understanding customer feedback percentage per agent is a key performance indicator (KPI) for any call center or customer support team.
It helps managers to identify agents that are performing well and those who need improvement.
By tracking the customer positive feedback percentage per agent, managers can determine which agents are providing the best service and adjust their training accordingly.
This metric also allows managers to monitor how their team is performing as a whole, giving them insight into areas where they can improve overall customer satisfaction.
Cost per resolution
Cost per resolution is an important metric for any call center or customer service agent. It is a measure of the cost associated with resolving a customer issue, and it can help call centers and agents to identify areas where they can increase efficiency and reduce costs.
By understanding the cost per resolution, companies can make more informed decisions about their customer service operations. This will lead to improved customer satisfaction and better overall performance in the long run.
KPI metrics for outbound call center (sales)
Lead conversion rate
Lead conversion rate is an important metric for any business, especially when it comes to sales. It is the rate at which leads are converted into customers.
In order to maximize lead conversion rate, businesses need to have a well-trained and experienced call center agent who can effectively communicate with the potential customer, understand their needs and provide the best solution.
Percentage of connected calls
The call connection rate measures the number of successful calls made by an agent or dialer out of all the calls they attempted.
A higher rate indicates that more calls are being connected and therefore, more opportunities for sales. On the other hand, a lower rate could suggest that there are issues with either software or sales techniques which need to be addressed.
By tracking talk time, managers can ensure that their agents are spending enough time on each call to ensure customer satisfaction and successful sales outcomes. It also helps in determining the effectiveness of sales and outbound calls.
Sales per agent
Tracking sales per agent is an essential KPI for any call center. It can help you measure the performance of your agents and identify areas of improvement.
With this metric, you can easily identify which agents are performing well and which ones need additional training and guidance.
By understanding the sales per agent insights, you can also make informed decisions about how to allocate resources in your call center and ensure that your outbound sales efforts are successful.
Cost per acquisition
Cost per acquisition (CPA) is a key performance indicator (KPI) that measures how much it costs to acquire a single customer or lead. It is an important metric for companies to measure the success of their marketing and sales efforts.
It is especially useful for call centers, as they can compare the cost of each agent's outbound sales efforts and determine which ones are most effective. CPA also helps companies understand how much they need to invest in order to acquire new customers or leads, allowing them to make informed decisions about their marketing budget.
First call close
A first call close is a key performance indicator (KPI) used by call centers to measure the success of their agents in closing sales during outbound calls.
The goal of a first call close is to ensure that agents are able to close deals as quickly as possible
Call abandonment rate
It measures how many calls are abandoned by customers before they can be answered by an agent. This metric can help to identify areas of improvement in terms of customer service, sales, and outbound calls.