To maintain a consistent level of service quality,
we constantly monitor the performance of our individual
call center/contact center representatives via Key
Performance Indicators and Metrics. A considerable
amount of resources is spent towards training our
agents to meet these parameters. These parameters
related to call center operations and efficiency are
KPIs for outbound call center operations, sales and marketing.
- Contacts per hour -
Average number of customers a call center agent was able to contact
within an hour.
- Leads Conversion Rate -
The percentage of leads that actually converted to sales.
- Hourly Sales -
The average amount of sales the call center representative
was able to close in an hour.
- Daily Sales -
The average value of sales the agent was able to close in a day.
KPIs for inbound call center operations, customer service,
and Back Office Processes
- Real time Q -Metrics
- Calls per hour -
The average number of calls the agent is able to take per hour.
- Saves / One-Call Resolutions -
The number of times our agents are able to resolve
an issue immediately within the first phone call.
Colloquially referred to as "one-and-done" calls.
- Average Handle Time -
How long it takes for one call to be handled, which includes
the call time itself, plus the work done after that call.
- Average Wait Time -
How long a caller is put on hold before a call center agent
becomes available to take the call.
- Abandonment Rate -
This is the percentage of customers who disconnected before
an agent was able to intercept the call.
- Completion Rate -
The ratio of successfully finished calls to the number of attempted
calls by the customer.