Tag Archives: call center

Abandon rate—caller gives up

Definition:
Number or percentage of callers to your service related telephone number that gives up before speaking one of the organizations' employees. A possible reason is a high average waiting time.

Calculation:
(Number of callers giving up bevore speaking to an employee / total number of callers) * 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Lower Is Better

Strategic objective:
Minimize negative comment in the marketplace

Calls answered first time

Definition:
Number or percentage of calls that has been answered by the first line, not having to be transferred to another party (second serviceline).

Calculation:
(Number of calls answered at first line / total number of calls) * 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Higher Is Better

Strategic objective:
Efficient operations

Waiting time

Definition:
The average time a client has to wait for its call to be answered by an employee. It is important to determine goals

Calculation:
Sum of the waiting time of all calls in the defined period / number of calls in that period

This KPI is measured as: Time (e.g. Years, Minutes)

Interpretation of results: Lower Is Better

Strategic objective:
Minimize negative comment in the marketplace