Customer Service KPIs - Spider Strategies

Customer Service KPIs

We’ve assembled a collection of sample Key Performance Indicators for you to use as a starting point when building scorecards. These sample KPIs reflect common metrics for both departments and industries.

Ornament pattern
Ornament pattern

Example KPIs for Customer Service

  • 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

Take a Test Drive

Experience Spider Impact in a test environment (don’t worry, we’ll provide the road map) or schedule a live demo.