Contact Center KPIs

Before Call Centers became Contact Centers, Average Handle Time and First Call Resolution (FCR) were two of the most common Key Performance Indicators (KPIs) used to evaluate the behavior and performance of agents. Today, there are numerous contact communication channels (text, email, chat, etc.) in addition to voice calling, and as result, different metrics are needed to fully analyze Contact Center operations. A modern Contact Center recognizes that KPIs must be adjusted to adapt with the changing way customers communicate with their favorite brands.

Built into to most Call Recording solutions are analytic and reporting tools designed specifically to measure KPIs. Average Handle Time and First Call Resolution (FCR) are important, but so are:

  • Customer Satisfaction Scores
  • Service Levels
  • Right Party Connects (RPC)
  • Net Promoter Scores
  • Revenue Per Call
  • Calls Per Hour
  • Call Abandonment Rates
  • Speed of Answer
  • Average Wait Time
  • Transfer Rates
  • Customer Call Frequency
  • Agent Schedule Adherence
  • Annual Agent Turnover
  • Non-Value-Add Calls (where customer could have self-served)
  • Conversion Rates

To learn more about how KPIs can be used to evaluate and improve customer service, contact us today.


Tags: Contact Center, Customer Service, KPIs, Performance Management

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