Resource Library

Annual percentage change in number of retail customer complaints

Average number of contact center seats per contact center

This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical…

Number of FTEs that perform the customer service function per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who are employed to perform the customer service function. It is part of a…

Call agent utilization rate

This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…

Customer attrition (or churn) rate

This measure calculates the rate at which customers leave a company over a given period of time. For example, if 5 out of 100 customers terminate service, the attrition rate…

Average seat utilization

This measure calculates the average percentage of seats utilized during operating hours at a contact center, where customer and other inbound contacts related to inquiries,…

Average speed of answer in seconds for agent queue calls

This measure calculates the average speed of answer in seconds for agent queue calls, excluding abandoned calls. It is part of a set of Cycle Time measures that help…

Call agent availability rate

This measure calculates the availability of agents. Availability measures how much agent time is spent simply waiting for contacts. Compute as the total time spent waiting…

Call agent occupancy rate

This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…

Direct supervisors per agent FTE

This measure calculates the number of direct supervisors (i.e. first-line leaders who are responsible for craft workers' work execution) per agent full-time equivalent (FTE)…

Response time in minutes for inbound requests coming from e-mail

This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. It is part of a set of Cycle Time measures…

Call service level

This measure calculates call service level, which is determined by the number of seconds within which 80% of total annual contacts from all channels are answered. It is a…

Average time in seconds to inbound calls abandoned

This measure calculates the average time in seconds that a caller waits in queue to reach the first agent before an inbound call (i.e. call that is initiated by the customer)…

Percentage of active customers with active web accounts

This measure calculates the percentage of active customers who have active web accounts. A customer is considered active if they have purchased a business entity's product at…

Business to business inbound contacts as a percentage of total inbound contacts

This measure calculates the percentage of total inbound contacts that are business-to-business inbound contacts. It is part of a set of Cost Effectiveness measures that help…