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5 KPI’s Call Center Managers Should Be Monitoring

Call center managers are always searching for the best way to measure productivity and the internal workings of their call center.  The following key performance indicators (KPIs) are proven ways to measure the value and functionality of your call center.


1. Self-Service Portals: Call center managers should frequently monitor self-service portals and determine the percentage of customers who follow up with an agents after attempting to use the self-service portal. This percentage should be low and should be reevaluated and revamped is it is discovered that many customers have to consult a live agent for assistance.


2. Abandonment Rate: Determining how many callers hang up without a resolution will indicate the performance of agents and customers satisfaction. Call abandonment could be due to extended hold time, frustration due to lack of solutions or a number of other scenarios.


3. Calls Answered Within X Seconds: This is a good starting place for first-time KPI users. There should be a high percentage of calls answered quickly but no customer wants to be helped and then immediately put on hold. If your agent is unable to assist a customer, they should transfer them to another agent rather than putting them on an extending wait.


4. First Call Resolution: How many times does a caller have to speak to an agent before their problem is solved? First call resolution is a percentage of the number of calls that are resolved the first time an agents and caller are connected.
5. Average Age of Case/Query: When an agent is not able to resolve an issue on the first call, how long does it take to reach a resolution? The quicker the customer’s question is solved, the better and happier they’ll be.


While there are many other KPIs that can indicate call center performance however, the five listed in this article can be measured on a regular basis to give call center managers a good idea of where their customer service and performance level stands.


David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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