Important KPIs to know for a call center

Every business should be involved in developing and implementing new policies to ensure that all of its operations run smoothly. In this case, we have to rely on several elements to ensure that everything works normally. We are talking here about key performance indicators (KPIs). In call centers, this information can come from several sources, since there are several indicators based on the needs of the company. That is why today we will provide you with a list of KPIs of a call center that will ask you to pay more attention.

Customer Queue

This is the most important call center performance indicator. The other kpis for call centers dependent on him. When customers contact a business through a mobile or messaging app, they expect a quick response. Then ask yourself, "What's the best waiting time I should make as a benchmark ?". You can assume that the actual customer wait time for help is 0. But it is clear that this is not really possible. Indeed, call center agents must manage several contacts at the same time. You can deal with this bad KPI in several ways. The most common use of a virtual agent in call center protocol is to process messages or answer calls.

Dropout rate

This call sequence indicator in the call center shows the number of calls you answered. This is a mobile KPI that can be linked to the original. When using mobile, you need to consider how long a person will wait to be disconnected. Long wait times are a sign that something is wrong with your customer service and you need to find ways to make your business more efficient On the other hand, for messages, this number is quite difficult to determine since there is no predefined response time. However, you can use the number of messages replied by employees and the number of users read as a reference.