Popular Call Centre Metrics and KPIs
You may have inherited a call centre in your leadership position or perhaps what started with a ‘few people on the phones’ has now grown into something more substantial. Or maybe you are now a call centre manager but never really received some proper training on the way up the corporate ladder. Either way, if you find yourself wondering what call centre metrics and KPIs you should be using then this article will help steer you in the right direction.
Firstly, a word of caution:
There is no industry standard, or a ‘one size fits all’ set of KPIs that you can just copy and paste and solve all your problems.
I’ve spent 30-years working in contact centre management and I’m still learning. Truth is, contact centres (as they are now more widely referred to) are a lot more complex than people given them credit for and knowing the right KPI’s to choose and how they all relate to each other is a professional skill built over years of experience.
Take a quick look at today’s contact centre manager. They have to balance people, technology, budgets, internal and external stakeholders, processes, reporting, analytics and more all while providing strong leadership, defending (and trying to improve the broader business) and satisfy customers.
And it’s not just calls they have to manage. Live chat, emails, video chat, Social Media and more all typically reside in the contact centre as well.
Anyway back to KPIs. KPI’s need data and the good news is there is more than enough data and KPIs to choose from in a contact centre! From obvious things like the number of phone calls answered through to things you may not have heard like occupancy rates, abandonment rate calls, FCR and more, there are literally hundreds of metrics you can look at. The skill is knowing which are the critical ones to look at that can be used to drive your business.
I’ve put together this list that I trust will serve as a great base for most contact centres.