What are the KPIs for measuring inbound call center performance ?

Inbound call centers handle large volumes of inbound calls every day. These call centers are therefore required to provide efficient, personalised and real-time support in order to retain customers over the long term. So what are the KPIs for measuring inbound call center performance? Follow the thread of this article to get an idea of these KPIs. 

Service level and average call duration 

The very first KPI to measure inbound call center performance is service level, read on for more details on kpis for call centers. Indeed, it is the service level that measures the percentage of inbound calls handled over certain durations. This KPI can be obtained by dividing the total calls handled by the total calls received over a defined period of time and multiplying by 100. The other KPI to consider is the average call duration. This is a KPI that calculates the average conversation time between the agent and the customer. This is one of the most important KPIs for measuring agent productivity. 

Average handling time and first contact resolution

Apart from the above-mentioned KPIs, the other KPI that is also taken into account is the average handling time. Commonly referred to as AHT, this KPI combines the average call duration with the time an agent spends to complete the transaction. It is this KPI that allows the call center to know how long it takes an agent to handle a given call volume. A long AHT indicates that agents are spending enough time with customers. It implies their inefficiencies.

As for first contact resolution, note that this is a KPI that measures the number of support requests that are resolved on the first contact. When a customer's problem is resolved on the first contact, no one would need to follow up. This KPI is an excellent way to get an idea of the service quality of a company. The high rate of this KPI then implies the efficiency of the agents and the company's ability to quickly satisfy its customers.