Key Performance Indicator (KPI), Contact Center

What are Key Performance Indicators (KPI) in a Contact Center

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Key performance indicators in the contact center help managers track the health and success of their operation. 

Contact center KPIs can vary depending on business goals and service objectives, but here a few that are commonly used: 

  • Total number of tickets 
  • First contact resolution time
  • Aggregate resolution time
  • Net promoter score
  • First response time
  • Agent utilization
  • Volume by channel
  • Complaint escalation rate
  • Average time in queue
  • After call work time
  • Abandonment rate

Monitoring the right service levels makes all the difference in the contact center. Key KPIs that show a direct link between agent productivity and customer experience are average handle time, average talk time, and average speed to answer. 

Together, these tell you how long customers are waiting and how quickly their issues are being resolved. When analyzed more deeply with tools like speech and ticketing analytics, you can use these KPIs to identify pains in the service journey such as inefficient routing, repeat call root causes, and most importantly, whether agents have the information they need upon call connection. 

More Call Center Key Performance Indicator Resources

Unified Customer & Contact Center Analytics | LiveVox

A top-to-bottom data analytics solution. Benefit from a comprehensive data and analytics solution. Let us worry about data storage, management, and ETL as you focus on gaining business insight. LiveVox’s unified data model keeps everything on one PCI-compliant platform, and we are always available for strategic support.

How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools (livevox.com)

To be successful, contact centers need a robust, integrated platform that can generate essential metrics reports. In addition, when metrics change in response to a shift in the business such as a product launch, staff change, or marketing campaign, managers must interpret the data to find what’s not working.

Below are some of the key report capabilities you’ll need to evaluate the quality and efficacy of a ticketing system.

Top Contact Center & Inbound Call Center Metrics | LiveVox

What are KPIs in a call center? Key performance indicators, or KPIs, are measurements that a call center uses to determine whether they’re meeting their operational goals. KPIs are tied to call center metrics like average handle time, first call resolution, and net promoter score.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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