This set is for call centers and companies who process customer calls internally. Items included in this set are Service Levels, Call Handel Time resolutions and Customer Satisfaction. Call centre experts assisted in the development of this set of KPIs in order to help optimize your own support centre performance. If you are on a lookout for the best practice approach to managing your call centre – this package is for you.
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The total count of abandoned calls
The number of agent days worked during the month
The average on-hold time measured in seconds
Overall expenses of the support centre
The total count of sales generated from phone calls
The average call duration
The total percentage of calls that generated sales
The number of calls divided by the expenses of the support centre
Percentage of satisfied customers
The number of resolutions completed on first call
The total number of calls including answered and unanswered
The number of inbound calls picked up within 10 seconds
The total number of calls answered