KPIs for Call Center

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WinningKPI - Call Center

KPI for: Agents and team leaders Performance -- This indicator is for measuring of Call Center agents and team leaders performance, process; We... 1 comment - add ideas!
KPI for: Measuring of Average Time from Customer Contact to Query Resolution -- Details: This indicator is for measuring the average time that the agent spends to resolve a query,... 1 comment - add ideas!
KPI for: Measuring of Hold Time % -- Details: This indicator is for measuring the time the agent keeps the caller on hold, usually to ob... 1 comment - add ideas!
KPI for: Measuring of Idle Time -- Details: This indicator is for measuring the average time an agent takes to complete the work after... 1 comment - add ideas!
KPI for: Measuring of Transfer Rate -- Details: This indicator is for measuring the number of calls that the agent had to transfer to some... 1 comment - add ideas!
KPI for: Measuring of Phone Etiquette % -- Details: This indicator is for measuring the quality of the agent’s phone etiquette during the ca... 1 comment - add ideas!
KPI for: Measuring of Occupancy % (% of the agent’s time spent ‘speaking live’) -- Details: This indicator is for measuring how much time an agent spends ‘speaking live’ as a % o... 1 comment - add ideas!
KPI for: Measuring of Abandon Rate -- Details: This indicator is for measuring the number of calls that disconnect, or are disconnected, ... 1 comment - add ideas!
KPI for: Measuring of Calls per Hour -- Details: This indicator is for measuring the number of calls an agent is answering per hour. It is ... 1 comment - add ideas!
KPI for: Measuring of Ratio of Calls to Closed Business -- Details: This indicator is for measuring the number of calls that led to closed business (appointme... 1 comment - add ideas!
KPI for: Measuring of First Call Resolution (FCR) % -- Details: This indicator is for measuring the number of calls that have been resolved during the fir... 1 comment - add ideas!
KPI for: Measuring of call center performance -- This indicator is for measuring of calls conversion rate; We need to measure in some way the convers... 4 comments - hot discussion!

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