Call Center Key Performance Indicators

Within This Contact Center Industry Report You Will Find:

  1. A table of KPIs that indicate the Industries efficiency (or productivity elements)
  2. A table of KPIs that indicate the Industries effectiveness (or quality)
  3. Aggregated tables of multichannel KPI averages for All Industries
  4. Formal Customer Satisfaction collection process
  5. Our glossary of terms and definitions.
  • Calls Offered Annually
  • Calls Handled Annually
  • Annual Call Volume Handled by Agents
  • Annual Call Volume Handled Completely by IVR
  • Business to Business-% of Total Calls
  • Consumer to Business-% of Total Calls
  • Full-Time Agents
  • Part-Time Agents
  • Full-Time Equivalents (FTEs)
  • Labor Union – Yes/No
  • Percent of Time Spent Handling:
    • Inbound Calls
    • Outbound Calls
    • Respond to Emails
    • Respond to On-Line Web-Chats
    • Other
  • Percentage of Total Calls Handled by Type:
    • Questions and Inquiries
    • Order Taking/Tracking
    • Technical Support
    • Complaints
    • Re-Directing Inbound Calls
    • Other
  • Annual Budget
  • Average Hourly Wage for Front-Line Agents.
  • Average Hourly Starting Wage for Front-Line Agents.
  • Key Performance Metrics (KPIs)
    • Calls per Agent per Hour
    • Average Cost per Call
    • Average Speed of Answer in seconds
    • Average Talk Time in minutes (includes hold time)
    • Average After Call Work Time in minutes
    • Average Time In Queue in seconds
    • Average Caller Hold Time While on the Phone with an Agent in seconds
    • Average Abandoned in percent
    • Calls Resolved On First Call in percent
    • Agent Occupancy in percent
    • Adherence to Schedule in percent
    • Average Attendance in percent
    • Average Calls Transferred in percent
    • Average Auxiliary (Aux) Time in percent
    • Average Utilization in percent
  • Full-Time Agent Shifts per year
  • Part-Time Agent Shifts per year
  • Full-Time Agent Average Shift Length in minutes
  • Part-Time Agent Average Shift Length in minutes
  • Formal Process to Collect the Caller’s Satisfaction – Yes/No
    • % Callers Giving Perfect Score
    • %  Callers Giving Lowest Score
  • Formal Mechanism for Gathering Agent Feedback – Yes/No
    • % Of Agents Giving Perfect Score
    • % Of Agents Giving Lowest Score
  • Agents per Supervisor
  • Percent Annual Turnover of Full-Time Agents
  • Turnover Due to Promotions
  • All Other Turnover

*The survey includes more questions, as some KPIs require more than one metric for purposes of calculation, validation or additional analysis.

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