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Key Performance Indicators in Call Center

Key Performance Indicators pertain to measures/ metrics or criteria that help manager to evaluate and determine the success of their call center operations. There are many different KPI‘s used by a call center company that would also depend on the nature of their service. However, following are the most important and common KPIs used.

Time to Answer – measures the length of time (usually in seconds), from when a call is received until it is answered by an agent, which depends basically on availability of agents ready to answer calls.

Abandon Rate – measures the number of callers who disconnect, or are disconnected, before an agent answers their call.

Call Handling Time – measures the length of time an agent interacts with a customer to address concern, which apparently is influenced by the nature of call, complexity of issue, the ability of agent to respond effectively and ability of caller to explain his cause among others.

First Call Resolution (FCR) – measures the number of calls that are resolved the first time.

Transfer Rate – measures that number of times an agent transferred a call to another agent or someone of higher authority to complete the call.

Idle Time – measures the length of time an agent spends to complete a request of customer after call after the caller has hung up. The work may entail doing an email or making a SMS message or processing things.

Hold Time – measures the length of time an agent keeps a caller on hold during a call to search for something up or to talk to someone else to find a resolution the caller’s concern.

Phone Etiquette is a qualitative measure of an agent’s etiquette during the call using a number of factors such as “greeting customer by name, speaking clearly and calmly and verifying understanding”, among others.

Knowledge and Professionalism is another qualitative measure of an agent’s knowledge of products, service or processes provided by the center.

Adherence to Procedures is another qualitative measure of an agent’s compliance to the company standard operating procedures during the call including successful delivery of the script as well as other policies such as making the correct greeting and closing the call correctly.

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