KPI for Measuring of Ratio of Calls to Closed Business posted in category call center

WinningKPI - call center - KPI for Measuring of Ratio of Calls to Closed Business posted in category call center

Details:
This indicator is for measuring the number of calls that led to closed business (appointments, sales, promises to pay, whatever the call centre’s goals are) as a % of the total number of calls. It is calculated by dividing the number of calls that led to closed business by the total number of calls.
This % can be used as a key indicator for an agent’s performance, and indicator of the call centre’s performance. This information can be used as a performance indicator when closing business to business deals, or, as mentioned above, can be a KPI for an agent’s performance measurement.

Formula:
Total number of calls that led to closed business/ Total number of calls x 100

KPI Unit: %

KPI Time Frame: update monthly or quarterly

Posted by Oana Boteanu | Help to protect community: Flag for moderation

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Example:
An insurance company selling insurance packages over the phone. This KPI refers to how many deals have been closed/sales made.
However, if the phone call acts only as a first step and, upon customer agreement, and agent meets the client to sign the contract, closed business is considered every appointment made.

Measurement for 1 week period:
Number of calls made: 7000
Number of calls that led to closed business: 2000

KPI ratio:
2000/7000 x 100 = 28.5 % of calls led to closed business
Oana Boteanu | + | September 9, 2012 at 7:53 am

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