Call centers need to set KPIs for customer service quality. Here we introduce some KPIs that are useful for quality management.
1) Response rate
Response rate is the percentage of customer inquiries that an operator was able to respond to. It can be calculated as follows: Response rate = number of responses ÷ number of incoming calls × 100%. It is common to set a KPI gambling database for response rate of 80% to 90%. Response rate can be improved by securing the required number of operators for the number of inquiries. It is also possible to improve business efficiency and increase response rate by introducing responses using AI chatbots and SMS.
② Abandonment rate
Abandonment rate is the percentage of customer inquiries that an operator was unable to respond to. It is also called the why is email marketing important for small businesses abandoned call rate. It can be calculated as [Abandonment rate = Number of abandoned calls ÷ Number of incoming calls × 100%] or [Abandonment rate = 100% – Response rate]. The KPI for abandonment rate is generally set at less than 10%. If the response rate changes due to the number of operators, response speed, introduction of response services, etc., the abandonment rate will also fluctuate.
③Service level
Service level (SL) is the percentage of customers’ inquiries that were answered within a set time. It can be calculated as “SL = number lithuania phone number of responses within a set time ÷ number of incoming calls × 100%”. Service level is an indicator that also influences customer satisfaction with call center support, and it is common to set 80% or more as the KPI. Service level fluctuates depending on whether there are enough operators for the number of inquiries. It can be improved by increasing the number of operators who can handle peak periods and times.