Key performance indicators (KPIs)

Call centers play a vital role in customer service and support for many businesses, and key performance indicators (KPIs) are an essential tool for measuring and improving the performance of these operations. One such software that can help in tracking and analyzing these KPIs is Bitvoice contact center software. This software provides businesses with the tools and features needed to effectively manage and measure the performance of their call center operations. In this article, we will take a detailed look at some of the most commonly used KPIs in call centers and how Bitvoice contact center software can help you track and analyze these metrics.

Service Level

Service level is a metric used to measure the percentage of calls answered within a certain period, typically within a certain number of seconds. Bitvoice contact center software can help you track this KPI by providing real-time data on the number of calls answered within a specified period. This information can be used to identify improvement areas and ensure that service level targets are met.

Average Handle Time (AHT)

Average handle time is the average amount of time a call center agent spends on each call, including talk time, hold time, and after-call work. Bitvoice contact center software can help you track this KPI by providing real-time data on the average handle time for each agent. This information can be used to identify improvement areas and ensure that AHT targets are met.

First Call Resolution (FCR)

First call resolution is the percentage of calls that are resolved during the first call without the need for a follow-up. Bitvoice contact center software can help you track this KPI by providing real-time data on the number of calls resolved during the first call. This information can be used to identify improvement areas and ensure that FCR targets are met.

Abandonment Rate

The abandonment rate is the percentage of calls that the caller terminates before being answered by an agent. Bitvoice contact center software can help you track this KPI by providing real-time data on the number of abandoned calls. This information can be used to identify improvement areas and ensure that abandonment rate targets are met.

Occupancy Rate

Occupancy rate is the percentage of time an agent spends on calls or after-call work, versus being available to take calls. Bitvoice contact center software can help you track this KPI by providing real-time data on the occupancy rate for each agent. This information can be used to identify improvement areas and ensure that occupancy rate targets are met.

Agent Utilization

Agent utilization is the percentage of time an agent spends on productive activities, such as taking calls or handling customer inquiries. Bitvoice contact center software can help you track this KPI by providing real-time data on the utilization rate for each agent. This information can be used to identify improvement areas and ensure that agent utilization targets are met.

Net Promoter Score (NPS)

Net Promoter Score is a measure of customer satisfaction that asks customers how likely they are to recommend a company’s products or services to others. Bitvoice contact center software can help you track this KPI by providing real-time data on the NPS scores for each agent. This information can be used to identify improvement areas and ensure that NPS targets are met.

In conclusion, Bitvoice contact center software is a powerful tool that can help businesses track and analyze key performance indicators (KPIs) in their call center operations. By providing real-time data on important metrics like service level, AHT, FCR, abandonment rate, occupancy rate, agent utilization, and NPS, this software can