Top KPIs to Measure in a Cloud Call Center Solution


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Top KPIs to Measure in a Cloud Call Center Solution


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Call center solutions have gone through an evolution in the past few years. The increasing adoption of cloud platforms has also increased the popularity of one of the evolutions of the call center software industry, namely, cloud call center solution. Nowadays, many businesses, BPOs, KPOs, contact centers, etc. have started using cloud contact center software.

As the usage of this software is increasing, it has been becoming necessary to redefine some aspects related to the traditional software. One of the aspects to be redefined is KPIs (Key Performance Indicators) to be measured. Along with some similar KPIs, you must also measure some specific KPIs related to the cloud solution if you are using it.

In this article, I will share the top 4 KPIs you must measure if you are using a cloud call center solution.

1. SLA (Service Level Agreement)

The cloud call center software gets hosted on the cloud space like AWS (Amazon Web Server), Google Cloud, Digital Ocean, etc. Thus, it becomes necessary to have an SLA with the vendor about the uptime of the software. You will need 99.90% of uptime along with a high availability cluster setup to make sure your dialer is having the highest possible uptime. If the system goes down, the work would stop, but expenses will not. Therefore, the first KPI to measure is SLA while using a cloud-based dialer aka a call center solution.

2. CSAT (Customer Satisfaction Score)

It can be considered as one of the common KPIs any business measures while using a call center solution. Customer satisfaction score will define how happy or unhappy, your customers are with the pre-sales and post-sales services offered to them. To keep increasing ROI, it is necessary to measure and improve this KPI.

3. Accuracy of call center automation

Nowadays, call center solutions offer many features, which let businesses automate various operations. Call center automation helps in increasing productivity and customer satisfaction. However, to make sure customers are satisfied with the delivered resolutions to their concerns and agents are actually working productively, it is necessary to have accurate automation. To make sure the call center automation is working accurately and efficiently, supervisors have to measure all KPIs related to measuring the accuracy of automation. It can be measured by reviewing the time spent by a customer and the end action of that particular interaction. Measuring this KPI can help in leveraging multiple other advantages.

4. Call abandoned rate

It is one of the most important KPIs measured in the call center. It means it is a common KPI to be measured in cloud call center solution and its counterparts. The call abandoned rate means customers drop or abandoned the call before reaching the agents. This can be a severe issue and a cause of heavy dissatisfaction and disappointment in the customers. The main causes of increased call abandoned rate can be longer call queues, insufficient team, etc. Monitoring this KPI is necessary.

These are the top 4 KPIs a business or contact center using a cloud call center solution must measure.

Author Bio

Author works in a company that offers different call center solutions such as hosted call center solution, omnichannel contact center software, etc. The company also offers various services such as VICIDial customization, call center WhatsApp integration, etc.


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Mike Hussain

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