Key Performance Indicators (or KPIs for short) define the targets and measures against which a call centre agent, team, manager or contact centre is expected to meet to achieve business objectives.
What Type of Key Performance Indicators are used in call centres?
Call centres are not short on data and there are literally hundreds of KPIs that can be used.
Of course, not all are important or will drive the right outcomes for your business.
To simplify things, there are really two key types of KPIs you can use:
Quantitative
Examples of quantitative KPIs include:
- Number of calls
- Average Talk Time
- Average Handling Time
- Occupancy
Qualitative
Examples of qualitative KPIs include:
- Net Promoter Score
- Mystery Shopping score
- After Call Surveys
- Call Quality Scores
How are Key Performance Indicators Measured in a call centre?
To measure performance effectively in a call centre you need to have a call centre technology platform.
They don’t have to be expensive, in fact with cloud call centre solutions these days it can be very cost-effective.
But without a contact centre technology platform, you simply won’t be able to obtain the data you need to measure KPIs effectively.
With regards to measurement frequency, Key Performance Indicators or KPIs are typically set by hour, day, week, month or annually depending on the metric.
How can I learn more about Key Performance Indicators in call centres?
Understanding what KPIs you should use in a call centre and how they can drive behaviours along with the customer experience is a fundamental requirement for any call centre manager.
Thankfully there are a lot of resources available including:
- Read our article on the 10 Most Popular Call Centre Metrics and KPIs guide (with clear explanations of them all)
- Check out the upcoming training courses on our Industry Events Calendar >
Find a list of specialist contact centre consultants, trainers and more on our CX Directory >
Back to CX Glossary Index Page
Be the first to comment