KPI Examples 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