Critical KPIs for inbound calls

In this chapter our expert Attila Kendefi gives you a quick overview of what potential metrics are typically used in contact centers across many industries. There’s definitely no one-size-fits-all but it’s great to know what’s available before making any decisions.

Average Handling Time (AHT) is a big and important metric in many inbound-focused call centers given that it’s such a clear quality indicator. In this video we walk you through everything you need to know about AHT, including how it’s measured and what exactly it can tell you about your team.

Another key metric to pay attention to in an inbound call handling scenario is called “First Call Resolution”. This is also a clear indicator showing how successful your agents are regarding solving incoming queries. Watch this video as Attila shares many important tips and knowledge regarding this common KPI.

Watching this part of the course to understand how to measure customer satisfaction related to handling incoming calls. Be sure you know how call centers can track everything that affects how satisfied customers are.

In every call center there’s a number of calls that are abandoned before customers manage to connect to an agent. How bad that metric is for your overall performance? Is there something you can do to fix it? Take this short course to better understand how to track and report on abandoned call rate.

What makes your call center’s performance excellent? How does it compare to others? In this chapter, you’ll learn about the industry standard of service level for handling inbound calls, as well as emails, live chat messages, text messages, and even letters.

Tracking and reporting on Average Speed of Answer is another common way of measuring the performance of your agents. Watch this part of the course to learn what this KPI actually tells you and how useful it is.

The time it takes to complete all call-related tasks after handling the query may be a significant burden on your agents. This is one of the reasons why wrap up time is an important metric that many call centers pay attention to.