Certain key performance indicators, or KPIs, are important to measure for both inbound and outbound call centers. Outbound call centers in particular have specific KPIs that should be monitored closely, as agents must be strategic when deciding how and w
Forget the image of rows of agents with headsets crammed into a stuffy room. The modern call center has undergone a radical transformation. Now a sophisticated hub for customer engagement, it orchestrates interactions across every touchpoint — from phone and email to chat, social media, and beyon...
As a call center leader, you have got a lot of data to choose from. Let’s help narrow down the long list to help maintain focus on the KPIs that, when focused and improved upon, will really help your agents – and, in turn, your call center – succeed. What follows is a list o...
First contact resolution (FCR) or first-touch resolution, is the percentage of customer support tickets that agents resolve on first contact with the customer — and therefore, avoid the need to follow up later or transfer customers to other agents. This service desk KPI indicates efficiency, but...
This KPI pertains to the time a call center agent spends wrapping up a request post-call. The agent may take the time to make notes or updates to the customer profile, such as noting the reason for contact, updating the customer’s profile, or messaging other agents about the interaction....
Call Duration The time spent speaking to customers is variable and can be affected by several factors. Encouraging agents to reduce the time spent interacting with customers won’t help your contact centre performance. Instead, it may lead to service inefficiency and a need for customers to call...
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Also read: Important call center KPIs to track Measuring KPIs with Sprinklr Service Accessing and connecting all the data from across your different contact center point solutions can get complicated — and makes gathering actionable insights difficult for agents and managers throughout your organization...
This customer service KPI is the number of replies it takes for customer service agents to close a customer ticket. And regarding consumer interaction, the less back-and-forth, the better. So, if your organization has fewer replies, that may indicate an effective and knowledgeable support team....
Call arrival rate: This indicates the number of incoming calls during a day for a month. This is a good KPI to understand trends and determine what days customers tend to call. A company, knowing this information, can reinforce those days with more agents. ...