KPI – Key Performance Indicators

KPI Description Calculation
Reached per hour Number of customers reached within an hour. Relevant primarily for outgoing activities, it depends on the industry, business goals, and type of activity.
Reached rate (%) Percentage of customers that were successfully contacted. Depends on database and project type, industry. (number of reached calls / all initiated calls)*100
Success per hour Shows how many of the reached calls end with a successful deal within one hour.
Success rate (%) Shows how many of the reached calls end with a successful deal in a project. (number of successful calls / number of reached customers)*100
Average Talk Time (per call) Average time spent talking per call. The lower the better, but it is also important for clients to feel helped. Be careful not to decrease it too much!
Average Talk Time per call (minutes) Average time spent talking per call. The lower the better, but be careful not to decrease it too much. It’s important for customers to receive the help they expect and for objections to be handled. total time spent in call / all handled calls
Talk Time per hour (minutes) Time spent actively communicating with customers within one hour of being logged into a project. The typical target is between 35 and 45 minutes. (total talk time / total login time)*60
Average Pre-call Time Average time spent with preparation before a call (relevant for manual dialling). total pre-call time / total handled call count
Average After-call / Wrap-up time Average time spent with preparation after a call. Includes all tasks needed to be done after the end of the call. To reduce it, automate processes during the call. total after call time / total handled call count
Average Available Time Time agents spend waiting between two calls. A predictive dialler can significantly reduce this time from minutes to seconds (8-15 s.). total available time / total available status count
Average Handle Time The amount of time the agent spends with the customer’s call directly (call) and indirectly (pre- and after-call work). (total pre-call time + total call time + total after-call time) / total handled call count
Average Customer Wait Time The time spent from the moment the customer chooses the option to speak with an agent in the IVR menu, to the moment the agent answers the call. total time spent in queue / total calls in queue
SLA Percentage of calls accepted by an agent within an agreed Customer Wait Time. For example: 30/95 means 95% of the calls are answered within the agreed 30 seconds.
SL (%) The percent of calls requiring an agent, which have been answered within the given time. Multiple calculation methods exist. I. (total calls picked up in time / total calls disconnected in queue) / calls requiring agent
II. total calls picked up in time / (calls requiring agent – total calls disconnected in queue)
Kept Promise Rate Typical for debt collection and credit sales. It shows the customers readiness to pay. (total payment / total promises)*100

 
Definitions:
 
Handled call: Call that has been transferred to an agent and the agent carries out the needed tasks to resolve it.

SLA Value (sec): The time allowed for answering calls. This value shows whether calls that require an agent’s support have been answered in time or not.