10+ Call Centre KPIs
The percentage of time agents adhere to their planned work schedules.
The average time an agent spends on tasks related to the call (e.
The average duration taken by an agent to handle a call from start to finish.
The average cost incurred by the call center for handling a single call.
The percentage of incoming calls that are abandoned by the caller before connecting to an agent.
The percentage of calls where the customer's issue is resolved in a single interaction.
The percentage of calls answered within a predefined threshold time.
The percentage of calls that are transferred to another agent or department.
The total number of incoming calls to the call center within a given time frame.
The percentage of calls that are successfully completed without being abandoned or disconnected.
The maximum number of calls received in any given hour of operation.