This is a preview of KPI Library. To browse and search for key performance indicators, also known as business metrics, performance measures or business indicators, in various industries and general processes, login or join for free.
Home
>
Customer service
-
Field services
(4) -
Help / Support Desk
(39) -
Walk-in Service
(1)
-
Call Center (Inbound)
(55) -
Customer relationship
(25) -
Customer service
(35)
KPIs in ‘Customer service’
tagged with
‘call’
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
Average talk time of phone calls
Average duration (talk time) of phone calls.
Listed in: Call Center (Inbound), Call Center (Outbound)
Tags: call, phone, telephone, time, talk time, duration
Abandon rate of incoming phone calls
Percentage of telephone calls abandoned by the caller while waiting to be answered.
Browse by industry
-
Media & Publishing
(89) -
Mining, Oil & Gas Extraction
(11) -
Miscellaneous
(42) -
Professional & Technical Services
(35) -
Real Estate, Rental & Leasing
(82) -
Technology
(74) -
Telecommunications
(95) -
Transportation & Warehousing
(256) -
Utilities
(161) -
Wholesale & Retail
(101)
-
Accommodation & Food
(130) -
Agriculture & Forestry
(46) -
Banking & Insurance
(98) -
Biotechnology & Life Sciences
(1) -
Construction & Engineering
(13) -
Education & Research
(149) -
Emergency, Police & Justice
(63) -
Entertainment, Recreation & Arts
(118) -
Goods & Manufacturing
(25) -
Government & Public Works
(142) -
Healthcare & Social Assistance
(194)
Browse by business framework
-
PRINCE2 | Project Portfolio
(27) -
Risk IT | Information Technology
(85) -
SCOR® | Supply Chain
(26) -
UBPR | Banking
(191) -
Value Reference Model | Value Chain
(1507) -
Various
(67)