Call center, 20 metrics & KPI

by / Sunday, 09 August 2015 / Published in Billet, KPI & Metrics

Before dashboard creation, it’s important to define metrics and key performance indicators (KPI). Which of them will you use into your dashboard? This choice depends on your function, your strategy and your market. Difference between metric and KPI is objective. A KPI is a metric with an objective, a status and one or more trend(s).

You can use these metrics and KPI for strategical, tactical or operational dashboard. Context and filter will define the level. Be sure to develop your dashboard according on your organizational strategy and with business team, call center analysts and call center managers.

There are others metrics and KPIs for call center department. I’m listing some KPIs that I often implement for my clients.

Call center Metrics and KPI list

I propose to present 20 metrics and KPI for the call center department:

  • Percentage

    • Answering percentage (%)

    • Inbound abandon (%)

    • Inbound availability (%)

    • Calls transferred (%)

  • Average (an average need to be analyzed with standard deviation)

    • Average after-call work time (#)

    • Average number of calls request per handler (#)

    • Average queue time of incoming phone calls (#)

    • Average number of products sold compared to total received calls (#)

  • Amount

    • Cost per minute of handle time ($)

    • Costs of operating call center ($)

  • Number

    • E-mail backlog (#)

    • Inbound agent dialed calls (#)

    • Inbound call center leads created (#)

    • Inbound call center opportunities created (#)

    • Inbound calls handled (#)

    • Inbound calls handled per agent hour (#)

    • Number of complaints (#)

  • Time

    • Inbound average talk time (Sec)

    • Inbound average wrap time (Sec)

    • Total calling time per period (your period can be an hour, a day, a week, a month, a quarter, a year)


To calculate these metrics and KPI you need to have access to your data: call center system, phone system, accounting system..


20′ lists of Metrics & Kpis

 IT kpi HR kpi accounting kpi sales kpi marketing kpi management kpi

food service kpi construction kpi call Centers kpi transport kpi financial retail kpi mediakpi manufacturing kpi Health care kpi

finances kpi assurances finances indic kpi

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David-Marc Petit

David-Marc Petit

Président at DWBI Expert
David-Marc PETIT est le président de DWBI Expert Inc. Il cumule plus de 20 ans d’expérience dans des entreprises de toutes tailles et tous secteurs, sur trois continents, en tant qu’expert en intelligence d’affaires. Il a fait de sa mission la démocratisation de l’intelligence d’affaires (Business Intelligence) pour optimiser les revenus et la performance de ses clients.
David-Marc Petit
David-Marc Petit

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