Key Performance Indicators (KPIs) / Metrics Performance we monitor
Inbound Operations / Customer Service / 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.
Outbound Operations / Sales and Marketing
- Contacts per hour -
Average number of customers the call center agent was able to contact
in an hour
- Leads Conversion Rate -
The percentage of leads that actually converted to sales
- Hourly Sales -
The average amount of sales the agent was able to close in an hour
- Daily Sales -
The average amount of sales the agent was able to close in a day