Home
>
Browse Top KPIs Reports
>
Top 25 Call Center KPIs of 2010

Top 25 Call Center KPIs of 2010

Electronic PDF version
Delivery: Instant download

Category: Research reports

Product ID: sK0118042

Publication date: November 1, 2011

File format: PDF

Download size: 4.2 MB

Pages: 72

Price: $35 USD

Paperback version
Delivery: Postal mail

Category: Business books
ISBN-13: 978-1466332027
Publication Date: November 1, 2011
Format: Paperback
Shipping Weight: 8.8 oz (250 grams)
Pages: 72

Price: $39.00 USD

The use of KPIs in the Call Center industry has a long tradition. Due to the unique combination of people, processes and technology, call centres provide an ideal environment for using KPIs.

The Top 25 Call Center KPIs of 2010 report is a comprehensive analysis on the most popular KPIs for Call Center in 2010, selected by the number of views from members of the smartKPIs.com community.

Executive Summary
About Key Performance Indicators (KPIs)
KPIs ... Naturally
smartKPIs.com Community Profile
2010 smartKPIs.com Functional Areas Taxonomy
2010 smartKPIs.com Industries Taxonomy
KPI Documentation form Explained
Top 25 Call Center KPIs of 2010 Countdown Analysis
Top 25 Call Center KPIs of 2010 List
Appendix A: Glossary of Terms
Appendix B: Related Reports
Appendix C: About eab group
Appendix D: eab group Services
Appendix E: eab group Online Portfolio

About the Call Center industry

Call Center is the industry dealing with receiving and transmitting a large volume of requests or inquiries by telephone. The Inbound Call Center deals with calls initiated by the customer (inbound calls), while an Outbound Call Center regards calls initiated from the organization to the customer (outbound calls). Indicators in this area refer to performance aspects regarding call volumes, contact channels or any other specific operations.

Highlights from the report

Top 25 Call Center KPIs of 2010 offers an overview of the most popular KPIs in Call Centers by combining input from the smartKPIs.com community with research and analysis from the editorial team. Some of the main sections are:

“KPIs … Naturally”, an article that sets the context through a discussion on what is old and what is new in the use of KPIs;

An introduction to the custom KPI documentation form developed by the smartKPIs.com research team for documenting KPIs (with over 30 fields of data, making this the most thorough KPI documentation template in use today);

A list with the names of the Top 25 Call Center KPI examples in 2010 on smartKPIs.com, followed by a brief analysis of each;

list_of_kpis_400

Among the most popular 25 KPI examples for the Call Center industry in 2010, top 3 is made of:

- % Agent utilization

- $ Revenue per successful call

- # Call handling time

A detailed description of each KPI listed in the report, as documented in smartKPIs Premium (the premium content section of smartKPIs.com);

Comprehensive insights on Key Performance Indicators (KPIs) as performance measurement tools and a glossary explaining the most popular terms characterizing KPIs.