What are the 10 most important KPIs in call centers?

Key performance indicators (KPIs) are metrics that are used to measure and evaluate the performance of a call center. Here are the 10 most important KPIs in call centers:

1. Average handle time: This is the average amount of time it takes for a customer service representative to resolve a customer inquiry or issue.
2. First call resolution rate: This is the percentage of customer inquiries that are resolved during the first call.
3. Abandonment rate: This is the percentage of calls that are abandoned by customers before they are connected to a customer service representative.
4. Average speed of answer: This is the average amount of time it takes for a customer service representative to answer an incoming call.
5. Customer satisfaction score: This is a measure of customer satisfaction with the call center experience.
6. Net promoter score: This is a measure of customer loyalty and willingness to recommend the company to others.
7. Call volume: This is the total number of calls received by the call center.
8. Occupancy rate: This is the percentage of time that customer service representatives are handling calls.
9. Shrinkage rate: This is the percentage of time that customer service representatives are not handling calls due to breaks, training, or other non-customer facing activities.
10. Revenue per call: This is the amount of revenue generated per call.

It’s important to carefully evaluate the performance of each of these KPIs and to use them to identify areas for improvement and optimize the performance of the call center.