Top 25 Call Center KPIs of 2010
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The use of KPIs in the Call Center industry has a long tradition. Due to the unique combination of people, processes and technology, call centres provide an ideal environment for using KPIs.
The Top 25 Call Center KPIs of 2010 report is a comprehensive analysis on the most popular KPIs for Call Center in 2010, selected by the number of views from members of the smartKPIs.com community.
About the Call Center industry
Call Center is the industry dealing with receiving and transmitting a large volume of requests or inquiries by telephone. The Inbound Call Center deals with calls initiated by the customer (inbound calls), while an Outbound Call Center regards calls initiated from the organization to the customer (outbound calls). Indicators in this area refer to performance aspects regarding call volumes, contact channels or any other specific operations.
Highlights from the report
Top 25 Call Center KPIs of 2010 offers an overview of the most popular KPIs in Call Centers by combining input from the smartKPIs.com community with research and analysis from the editorial team. Some of the main sections are:
- "KPIs ... Naturally", an article that sets the context through a discussion on what is old and what is new in the use of KPIs;
- An introduction to the custom KPI documentation form developed by the smartKPIs.com research team for documenting KPIs (with over 30 fields of data, making this the most thorough KPI documentation template in use today);
- A list with the names of the Top 25 Call Center KPI examples in 2010 on smartKPIs.com, followed by a brief analysis of each;
- Among the most popular 25 KPI examples for the Call Center industry in 2010, top 3 is made of:
- % Agent utilization
- $ Revenue per successful call
- # Call handling time
- A detailed description of each KPI listed in the report, as documented in smartKPIs Premium (the premium content section of smartKPIs.com);
- Comprehensive insights on Key Performance Indicators (KPIs) as performance measurement tools and a glossary explaining the most popular terms characterizing KPIs.
With your purchase you will also receive a free electronic copy of the "Top 20 KPIs of 2010" report.
Studies the top 25 KPIs of 2010 which are vital for evaluating and improving performance if you want to excel in the Call Center sector.
The top five KPIs are:
% Agent utilization
$ Revenue per successful call
# Call handling time
# Hourly sales per agent
# Call volume
- Category: Research reports
- Product ID: sK0118042
- Publication date: November 1, 2011
- File format: PDF
- Download size: 4.2 MB
- Pages: 72
Table of contents
- Executive Summary
- About Key Performance Indicators (KPIs)
- KPIs ... Naturally
- smartKPIs.com Community Profile
- 2010 smartKPIs.com Functional Areas Taxonomy
- 2010 smartKPIs.com Industries Taxonomy
- KPI Documentation form Explained
- Top 25 Call Center KPIs of 2010 Countdown Analysis
- Top 25 Call Center KPIs of 2010 List
- Appendix A: Glossary of Terms
- Appendix B: Related Reports
- Appendix C: About eab group
- Appendix D: eab group Services
- Appendix E: eab group Online Portfolio
"The content was clear, concise and to the point. Successfully organized and easy to understand."
Organizational Development, Zeler & Company, Greece
"The content was satisfactory and up to mark."
Supervisor, Planning & Efficiency, Power and Water Utility Company for Jubail and Yanbu, Saudi Arabia
"The material was very useful and it helped me to better understand KPIs aspects: how to be created, applied, used by pushing the team forward for their maximum performance."
Raw Materials Sales Manager, Arabian Agricultural Services Company, Saudi Arabia
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