WinningKPI - Call Center - KPI for Measuring of Transfer Rate posted in category Call Center KPI details: Details:
This indicator is for measuring the number of calls that the agent had to transfer to someone else (e.g. another department) to complete, as a % of the total number of calls, in a given time period (usually 1 week). This is calculated by divided the total number of calls transferred by the total number of calls.
This KPI is used to measure operational performance, as it is not really used for measuring agent’s performance. The reason for that is that calls can be transferred because the caller requested it, because of the query nature or just due to the incorrect routing of the call.
However, Call Centers usually monitor this KPI and put in place strategies (e.g. staff training) to reduce the number of calls being transferred by mistake.
Formula:
Total number of calls transferred / total number of calls received x 100
KPI Unit: %
KPI Time Frame: update weekly or monthly
Posted by Oana Boteanu | Help to protect community: Flag for moderation
Ideas suggested by WinningKPI community:Here are comments:
Example:
A call centre that receives around 10 000 calls a week
2000 of these calls need to be transferred to a different department to be resolved, and another 500 calls are made to the wrong department (by the caller) and the agent needs to transfer the call.
2500/10 000 x 100 = 25% transfer rate
Whilst the 2000 calls which need to be transferred to different departments it is just due to query types and may not be able to be altered, the 500 calls made to the wrong department can be changed.
The call centre management may look at the reasons why the calls were made to the wrong department. First reason may be that the customer numbers provided are to the wrong department (available on letters, websites etc.)
Oana Boteanu | + | September 9, 2012 at 7:46 am
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