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Key Performance Indicators or KPIs are metrics that determine whether the business is meeting its goals efficiently or not. Call managers use KPIs to evaluate their operations' success at call centers, where various systems and applications deliver exceptional customer experience. The performance indicators help understand whether agents can provide customers with the right services. Multiple elements of the KPI of a call center include call monitor, total calls, outbound calls, inbound calls, missed calls, customer effort score, first call resolution, etc.
Obtaining the metrics and indicators is relatively easy. However, presenting them with the correct format poses a challenge, especially when you want to give the managers and stakeholders a limited and vital set of metrics.
That is where creating a KPI dashboard proves beneficial for the company. Its main objective is to measure the company's performance or strategies. But, apart from that, it also helps to boost employees' performance by encouraging them to work towards a specific goal.
If you want to create an engaging KPI dashboard, you are at the right place. SlideTeam offers Call Center KPI Dashboard Templates to help you develop the most impressive dashboard for your company.
Top 10 Call Center KPI Dashboard Templates
These PPT templates are professional designs that incorporate all the vital components. They are tailored to the user's need, allowing you to edit all the template sections per their requirement. You can edit color, shape, or icons with simple clicks.
Template 1: Call Center KPI Dashboard PPT Template
One can evaluate the customer satisfaction score by comparing the total number of calls received and the average time that is taken to answer them. Using this template, you can calculate the satisfaction score for different agents. Apart from that, you can also calculate the average call abandon rate for various departments. Therefore by calculating the metrics for different agents, you can easily calculate the call resolution for each agent and know which of them is performing well. It not only provides critical performance metrics of the call center but also allows for the improvement of the performance of the employees.
Template 2: Call Center Customer Service KPI Dashboard
If you are searching for a template to create an engaging KPI dashboard that provides detailed ticket status, then our following template is suitable for you. The template displays the ticket created vs. ticket resolved graphical representation that helps to understand your employees' efficiency, strategies, and overall performance. Apart from that, it also represents the first reply time and full resolved time. In addition, you can also provide information based on channel and type. The template thus allows you to incorporate the overall customer satisfaction score.
Template 3: Call Center KPI Dashboard Showing Longest Call Waiting and Average Talk Time
The long waiting call is one of the primary complaints of customers with call centers. Using this template, you can keep track of call monitoring and calculate the long-call waiting. It will help one understand their efficiency and further work towards their betterment. This template also calculates the total calls received in a day and the number of abandoned calls. In addition, you can also track the number of agents logged in and that how many are active at the moment.
Template 4: Call Center KPI Dashboard Showing Abandon Percentage Total Queue Entries
There can be various performance indicators for a call center, but one should understand them properly to know which one to choose to avoid overloading data. If you are looking for a template that provides detailed information in the most precise way, then this template is simply perfect. It incorporates the entire queue and average abandonment percentage and displays them in comparative form. Thus using this information, you can make strategies for better performance.
Template 5: Call Center KPI Dashboard Showing Budget Call Volume Agent Costs Percentage Sales Target
This unique template includes various vital performance indicators for call centers and assists in evaluating each team's performance and efficiency. You can effectively display the daily call volume and determine the abandon rate. In addition, the template allows you to differentiate the number of calls handled by various teams and the number of them abandoned. Hence, this information can help to understand which unit is working efficiently and which needs more improvement.
Template 6: Call Center Presentation Through a Performance Dashboard
If you desire to create a presentation for your call center, then a performance dashboard is the best way to help your audience get an insight into your business. The template displays the total calls received in a specific time frame. It also determines the average answer speed, abandon rate, average calls per minute, etc. You can represent the call details separately for all the agents to evaluate their performance. Apart from that, you can also determine the abandonment rate for all the departments. Hence using this template, you can calculate the customer satisfaction score per agent.
Template 7: Call Center KPI Dashboard Snapshot Showing Key Metrics Customer Satisfaction
Call Center KPI Dashboard Snapshot Showing Key Metrics Customer Satisfaction template helps you evaluate your company's overall performance. You can determine the cost per contact or monthly cost. Using the pie chart, you display the customer satisfaction score ranging from very satisfied to very unsatisfied. Apart from that, you can also display the call volume vs. service level. The template also lets you understand whether the first call resolution has improved or decreased compared to the last year or month.
Template 8: Call Center KPI Dashboard with Inbound and Outbound Information
Represent the inbound and outbound call information like a pro with our Call Center KPI Dashboard template. You can represent the complete detail about agents, the number of them active, available, and not available. In addition, you can represent inbound calls queued and bridged. Apart from that, agent and call activity can be displayed conveniently. Download this template to evaluate your call center's performance using the inbound and outbound call data.
Template 9: Call Center KPI Dashboard Showing Satisfaction Index Customer Retention
Customer satisfaction score is the key element that allows one to understand if the strategies or particular operation is working efficiently. You can determine the satisfaction index from dissatisfied, neutral, satisfied, etc. It also provides call resolution time in minutes. Using this template, you can also evaluate the data of different customer service types, such as email, calls, and live chats. Hence it allows a complete evaluation of the service provided by the company that leads to understanding their performance and further allows improvement.
Template 10: Call Center KPI Dashboard for Efficiency Tracking
The key objective of the call center is customer satisfaction which can be achieved by incorporating efficient operation. This template allows for tracking the efficiency of the company. You can determine the external incoming calls, and along with that, you can also calculate the occupancy percentage and average break time. Using the template, you can create a dashboard displaying the average talk time distribution for the sales, billing, and technical support departments.
Get Insight to Stay Ahead
Customer satisfaction is the key to running a thriving call center. By evaluating the KPIs and metrics, you can understand which section is operating efficiently and which needs improvement. Hence having an engaging and informative KPI dashboard is vital. Before you wrap up, we'd like you to check our best KPI Dashboard templates, which include all the crucial slides that need to be covered in a call center company profile.
To create the most effective KPI dashboard, choose any of the templates mentioned above and get going!
PS: If you want to create an impressive company profile for your Call Center, here’s a handy guide with a stunning template.
FAQs on Call Center KPI Dashboard
What is KPI in a call center?
The key performance indicators in a call center are the metrics that provide information about the efficiency and performance of the employees, strategies, and overall operation. For a call center, the key indicators can be:
- Call monitor
- Total Calls
- Outbound calls
- Inbound calls
- Missed Calls
- Customer Effort Score
- First Call Resolution
- Customer Satisfaction Score
- Average Handle Time
- Ticket status
- Response time
How is KPI measured in a call center?
The primary objective of measuring the KPI in a call center is to understand how satisfied your customers are with your service. Hence the best way to measure the KPI in a call center is to calculate the customer satisfaction score by evaluating the number of resolved tickets from the total number of tickets.
What is the best KPI in a call center?
Most call centers determine First Call Resolution as one of the best KPIs. FCR means that the agents successfully resolve customers' issues in the first call. Therefore, it helps keep the customer satisfaction score high and the repeat call percentage low.
