Top 25 Call Center KPIs of 2011-2012
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About Call Center as an 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 refers to calls initiated from the organization to the customer (outbound calls).
Indicators in this industry refer to performance aspects regarding call volumes, contact channels, handling customer requests, sales productivity or any other specific operations.
Call Center sub-categories on smartKPIs.com are:
- Call Handling Workload;
- Service Responsiveness;
- Agents Efficiency;
- Call Routing;
- Service Quality;
- Call Center Revenues.
Highlights from the report
Top 25 Call Center KPIs of 2011-2012 offers an overview of the most popular KPIs for Call Center as an industry, 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 2011-2012 on smartKPIs.com;
- Among the most popular 25 KPI examples for Call Center in 2011-2012, top 3 is made of:
- % Agent utilization
- # Speed of answer (SA)
- % Call drop rate (CDR)
- 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.
Offers valuable insight into the top 25 KPIs of 2011-2012 which are essential for assessing and optimizing your performance in the Call Center sector.
The top five KPIs are:
% Agent utilization
# Speed of answer (ASA)
% Call drop rate (CDR)
% First contact resolution rate
$ Revenue per successful call.
- Category: Research reports
- Product ID: sK0128501
- Publication date: November 1, 2012
- File format: PDF
- Download size: 12.1 MB
- Pages: 76
Table of contents
- Executive Summary
- About Key Performance Indicators (KPIs)
- KPIs ... Naturally
- smartKPIs.com Community Profile
- 2011-2012 smartKPIs.com Functional Areas Taxonomy
- 2011-2012 smartKPIs.com Industries Taxonomy
- KPI Documentation form Explained
- Call Center as an Industry
- Top 25 Call Center KPIs of 2011-2012 List
- Appendix A: Related Reports
- Appendix B: Training courses
- Appendix C: Advisory services
- Appendix D: Technology solutions
- Appendix E: Glossary of terms
"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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