KPI Examples

Performance management starts with figuring out what to measure.

Example KPIs for Customer Service Departments

  • Agent's full-time employees (FTEs) as percentage of total call center FTEs
  • Answering percentage (number of sales calls answered/total number of sales calls offered)
  • Average after-call work time
  • Average number of calls/ service request per handler
  • Average queue time of incoming phone calls
  • Cost per minute of handle time
  • Costs of operating call center/ service desk
  • Email backlog
  • Field service technician utilization
  • Hit rate (products sold compared to total received sales calls)
  • Inbound abandon rate
  • Inbound agent dialed calls
  • Inbound availability rate
  • Inbound average talk time
  • Inbound average wrap time
  • Inbound call center leads created
  • Inbound call center opportunities created
  • Inbound calls handled
  • Inbound calls handled per agent hour
  • Inbound service level
  • Number of complaints
  • Percentage of customer service requests answered in given timeframe
  • Percentage of calls transferred
  • Total calling time per day/week/month

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