Key Performance Indicators
In addition to my broadcast career, I've worked at several high-volume call centers where goals, metrics, or key performance indicators are used to measure the effectiveness and efficiency of the company's sales or customer service agents. My previous employers have a high standard when it comes to quality, so there were several KPI's used to gauge performance
Average Handle Time (AHT): The total time an agent spends on a call, including talk time and after-call work
- 7 minutes Average Talk Time with 10 seconds call work time - BoatUS
- 5 minutes Average Talk Time with no call work - Genworth Financial
- 4 minutes Average Talk Time with no call work - National Asset Management
- 4.5 minutes Average Talk Time with no call work - GEICO
First Call Resolution (FCR): The percentage of customer issues resolved during the first contact
- Average of 96 - 98%
Service Level: The percentage of calls answered within a specific time frame
- 100% of calls answered within 16 seconds - BoatUS
- 84% of calls answered within 30 seconds - Genworth Financial
- 97% of calls answered within 20 seconds - GEICO
Average Speed of Answer (ASA): The average time a caller waits in the queue before being connected to an agent.
- 16 seconds - BoatUS
- 30 seconds - Genworth Financial
- 20 seconds - GEICO
Call Abandonment Rate: The percentage of callers who hang up before their call is answered
- Average of 0.5 - 1.0%
Agent Utilization Rate: The percentage of time agents are logged in and available to take calls
- Average of 98 - 99%
Create Your Own Website With Webador