Simple Call Center KPI Dashboard Report
Simple Call Center KPI Dashboard Report
Reporting Period: May 30, 2050
Prepared by: [YOUR NAME]
Company: [YOUR COMPANY NAME]
1. Overview
The Simple Call Center KPI Dashboard provides insights into the performance of the call center for the specified reporting period. The following metrics are included to help assess efficiency, quality, and overall customer satisfaction.
2. Key Performance Indicators (KPIs)
|
KPI |
Target |
Current Value |
Previous Value |
Change |
|---|---|---|---|---|
|
Total Calls Received |
10,000 calls |
9,500 calls |
9,000 calls |
+5.56% |
|
Average Handle Time (AHT) |
5 minutes |
4.5 minutes |
5.2 minutes |
-13.46% |
|
First Call Resolution (FCR) |
80% |
82% |
78% |
+5% |
|
Service Level (SL) |
90% within 30 sec |
92% |
89% |
+3.37% |
|
Customer Satisfaction Score (CSAT) |
85% |
87% |
84% |
+3.57% |
|
Agent Utilization Rate |
75% |
72% |
70% |
+2.86% |
3. Performance Highlights
-
Total Calls Received: The call center received 9,500 calls during the reporting period, slightly below the target of 10,000 calls, but an improvement over the previous month.
-
Average Handle Time: The average handle time decreased to 4.5 minutes, indicating improved efficiency in call resolution.
-
First Call Resolution: The FCR rate increased to 82%, surpassing the target, which suggests that agents are resolving issues more effectively on the first contact.
-
Service Level: The service level exceeded the target, with 92% of calls answered within 30 seconds, reflecting efficient response times.
-
Customer Satisfaction Score: The CSAT improved to 87%, indicating that customers are increasingly satisfied with their service experiences.
-
Agent Utilization Rate: The utilization rate reached 72%, reflecting an effective deployment of staff during peak hours.
4. Areas for Improvement
-
Total Calls Received: Strategies may be needed to increase call volume, such as promotional campaigns or improved service offerings.
-
Agent Utilization Rate: Further training and scheduling adjustments could help increase agent utilization closer to the target.
5. Recommendations
-
Implement targeted marketing strategies to boost call volume.
-
Conduct training sessions focused on improving agent efficiency and call-handling skills.
-
Monitor agent scheduling to ensure optimal coverage during peak call times.
6. Conclusion
This report highlights the performance of the call center over the reporting period, emphasizing areas of success and identifying opportunities for improvement. Continuous monitoring of these KPIs will support decision-making processes and enhance overall operational effectiveness.
For further insights or inquiries, please contact:
[YOUR NAME]
Email: [Your Email]
