Indicadores clave de rendimiento del centro de llamadas

What is typical performances of call centre KPIs?

Here are some typical performance metrics for key call centre KPIs:

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1. Average handle time (AHT)

• Typical performance: 4 to 6 minutes ‍
• Benchmark: Achieving a lower AHT while maintaining high-quality service is ideal. The target varies depending on the complexity of the calls.

2. First call resolution (FCR)

• Typical performance: 70% to 75% ‍
• Benchmark: A high FCR rate indicates efficient problem-solving. The goal is often set at 70% or higher, with some high-performing centres aiming for 80%+.

3. Customer satisfaction (CSAT)

• Typical performance: 80% to 90% ‍
• Benchmark: CSAT scores typically range between 80% to 90%. Scores above 90% are considered excellent.

4. Service level

• Typical performance: 80% of calls answered within 20 seconds ‍
• Benchmark: The common industry standard is to answer 80% of calls within 20 seconds. This may vary slightly based on specific service agreements.

5. Call abandonment rate

• Typical performance: 2% to 5% ‍
• Benchmark: An abandonment rate of 5% or lower is generally acceptable. Lower rates are better, indicating that customers are not hanging up before reaching an agent.

6. Occupancy rate

• Typical performance: 85% to 90% ‍
• Benchmark: An occupancy rate between 85% and 90% is typical. Rates higher than 90% can lead to agent burnout, while rates lower than 85% may indicate inefficiency.

7. Puntuación neta del promotor (NPS)

• Typical performance: +10 to +30 ‍
• Benchmark: NPS can vary widely by industry, but a positive score (above 0) is generally good. Scores above +50 are excellent.

8. Agent turnover rate

• Typical performance: 20% to 30% annually ‍
• Benchmark: A turnover rate of 20% or lower is ideal. Higher rates are common in the industry but indicate potential issues with job satisfaction or working conditions.

9. Quality assurance scores

• Typical performance: 75% to 90% ‍
• Benchmark: Quality assurance scores in the range of 75% to 90% are typical, with higher scores indicating better compliance with quality standards.