Call Center KPIs and Its Importance

Top Tips for Local SEO Marketers
November 24, 2020
How to Select a Call Center Solution?
November 25, 2020
Show all

Call Center KPIs and Its Importance

Call centers run several campaigns of different nature daily. Hundreds of professionals work in coordination to deliver the expected output. However, assuming that incurred outputs are as per the expectation cannot be the right approach. To give answers to owners, investors, customers, and other key people, there has to be tangible information and results to show progress. Here comes KPIs into the picture.

In this article, I will share what a call center KPI is and why it is so important. Moreover, you will learn how to measure and monitor KPIs. Let’s begin.

What is KPI?

KPI stands for Key Performance Indicator. A KPI means a metric, which shows the overall performance of a specific criterion. A call center should focus on measuring multiple key performance indicators to improve overall performance and returns.

How to measure KPIs?

Intelligent call center software provides various reports, which can be used to measure different KPIs. Some majorly tracked KPIs are counted and presented in the reports shown in the intelligent call center software. Some live statistics in this software also indicate the performance of key performance indicators in real time.

Why KPIs are important in a call center?

Due to multiple reasons, defining the right KPIs and monitoring them is necessary and highly recommended. To help you understand the importance of KPIs, I will share the top 3 reasons proving its importance.

1.  To improve individual performance

Here individuality represents individual professionals working in a call center such as an agent, an admin, a supervisor, etc. Moreover, it represents the performance of each individual campaign.

If a call center has not defined KPIs to measure the individual performance of agents and other professionals working using intelligent call center software, then there would be no way to know whether they are working productively or not. Agent specific KPIs let call centers examine overall and individual performance. This helps in rewarding professionals performing at their best. On the other hand, this information can help training agents who are not so good at their work or taking other actions.

Knowing campaign wise performance is necessary to create reports and show progress to customers if a call center is offering offshore outsourcing services to various companies. Showing tangible data helps in making forward moves and grabbing customer loyalty as well as increasing leads and revenues.

2. To improve customer satisfaction

Whether a call center caters to its own customers or customer of customers, satisfying end users aka customers is a primary goal of any call center. If customers are not happy and satisfied, then a call center cannot move forward.

Customer specific call center KPIs not only shows the performance of a campaign, but also shows what can be fine tuned to make it better. Knowing weak points and strengths and defining strategy accordingly to improve customer satisfaction can help in reaping expected returns.

3. To increase ROI

The ultimate goal of any call center or business is to increase ROI. Measuring KPIs can give the right direction to improve productivity using minimum resources. This way it also reduces expenses. On the other hand, increasing customer satisfaction, increases revenues. Therefore, call centers can increase ROI.

Notice: Trying to access array offset on value of type null in /home/u740728906/domains/ on line 281
Manila Desoz


  1. hindi movie says:

    I blog frequently and I genuinely thank you for your content. This great article has truly peaked my interest. I will bookmark your blog and keep checking for new information about once per week. I subscribed to your Feed too. Leticia Maurise Maddi

  2. turkce says:

    Give me the MacBook Air any day when it comes to travelling light. I have tried many laptops over the years and I know that many of the others are too heavy or not as reliable as a good MacBook. Devina Martainn Horlacher

  3. dublaj says:

    I was so glad that I found this Maple Mustard Brussels Sprouts recipe, it is a perfect dish for this coming holiday season. Matelda Sky Ocko

  4. Mas saya masih dilema, jika ingin lebih serius untuk jangka panjang lebih baik pakai Blogger atau WordPress self-host ya? Leodora Seymour Carlina

  5. altyazili says:


  6. 123movies says:

    Wow, incredible blog layout! How long have you been blogging for? you made blogging look easy. The overall look of your site is fantastic, as well as the content! Diann Gail Inglebert

Leave a Reply

Your email address will not be published.