Benchmarking can be a useful tool when the comparisons are consistent. However, as ICMI’s survey of 196 call center leaders shows, benchmarking doesn’t provide an “apples to apples” comparison since call centers typically have different data definitions and sources.
The report, Call Center KPIs: A Look at How Companies Are Measuring Performance, examines the types of key performance indicators (KPIs) currently being measured in call centers, how call centers define KPIs and the value placed on KPIs both within the center and organizationwide. Key findings of the survey include:
- Ninety-four percent of call center leaders said that the use of KPIs ultimately improves call center performance in their organizations. However, only 17 percent of those outside of the call center who receive KPI results have a strong understanding of what these numbers mean, and only 43 percent of respondents felt that those within their centers had a high level of understanding regarding KPIs.
- Despite the overall low level of understanding regarding KPIs outside the call center and the plethora of metrics being tracked, 78 percent of call centers generate comprehensive monthly reports on all KPIs, and almost half (48 percent) provide weekly reports on all KPIs.
- For instance, more than half of survey respondents (52 percent) who use abandoned rate as a KPI said they use all abandoned calls in their calculations, while the other half (48 percent) reduced the number by those abandoning within some threshold.
10 pages, PDF download (requires Adobe Acrobat or Reader)
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