Call Centre KPIs & Metrics

Information about Call Centre Metrics and KPIs

Given call centres are one of the most measured work environments on the planet it’s no surprise that there is no shortage of call centre metrics and KPIs to choose from.

But knowing which ones to use, how to use them to drive outcomes, how one impacts the other etc can be challenging.

And of course, given the diversity of call centres, it makes finding the right call centre metrics and KPIs even more difficult!

Inbound, outbound, sales, service, tech support and so on. All have their own unique ways of measuring performance for both individuals and for the business.

Don’t worry though! Our category on call centre metrics and KPIs contains all the articles written by industry experts so you can learn from their years of experience in determining what’s right for your business.

And if you still can’t find what you need, check out the consultants in our Business Directory that can help identify, optimise and implement the right KPIs for your business.

Search all articles below:

The Challenges with First Contact Resolution in contact centres
Call Centre KPIs & Metrics

First Contact Resolution

January 28, 2019 Daniel Ord 0

It’s a bit like a multi-vitamin that is a cure-all for everything, but there are some real challenges with first contact resolution metrics in call centres.

2018 Australian Contact Centre Industry Report
Call Centre KPIs & Metrics

2018 Australian Contact Centre Industry Report

March 15, 2018 Last Updated: January 28, 2019
CX Central 0

Its been a long time between drinks but the 2018 Australian Contact Centre Industry Report has finally been published with some interesting results. We reveal some of the key findings in this helpful info-graph courtesy of Fifth Quadrant.

5 Popular Call Centre Metrics
Call Centre KPIs & Metrics

5 Popular call centre metrics

July 4, 2017 Last Updated: December 30, 2018
Jacada 0

Call centres these days are swimming in data so how do you know what metrics to focus on? We’ve got 5 Popular Call Centre Metrics you can use to measure performance that have stood the test of time.

Centrelink call centre
Call Centre KPIs & Metrics

The Centrelink call centre

March 8, 2017 Last Updated: January 13, 2019
Justin Tippett 1

The Centrelink call centre certainly has its fair share of critics with horrendous wait times (if you can get through) but are things about to change in 2019?

Why the AHT Metric should be extinct
Call Centre KPIs & Metrics

Why the AHT metric should be extinct

November 9, 2016 Last Updated: December 30, 2018
Daniel Ord 0

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

The best KPIs to measure call centre success
Call Centre KPIs & Metrics

The 5 best KPIs to measure call centre success

October 10, 2016 Last Updated: December 30, 2018
CX Central 0

With so much data and potential metrics available in a call centre it can be overwhelming trying to work out which KPIs should be used to measure success. Thankfully we’ve got the the 5 best KPIs to measure call centre success that are used all over the world.

THE TRADITIONAL KPI MODEL Why it doesn't work
Call Centre KPIs & Metrics

Why the traditional KPI model does not work

February 5, 2015 Last Updated: January 14, 2019
CX Central 0

The traditional KPI model of linking rewards to performance can be fraught with danger in a call centre if the KPIs aren’t set correctly. Our article explores the dangers and provides you with some helpful advice on setting the right expectations in your business.