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Call Center Agent metrics and KPIs

What are Call Center Agent metrics?

Crafting the perfect Call Center Agent metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Transfer these examples to your app of choice, or opt for Tability to help keep you on track.

Find Call Center Agent metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Call Center Agent metrics and KPIs

Metrics for Increase patient conversion rate

  • 1. Conversion Rate

    The percentage of patients called who enroll in the CCM program

    What good looks like for this metric: 20-30%

    Ideas to improve this metric
    • Provide detailed information about CCM benefits
    • Offer flexible enrollment options
    • Follow up with hesitant patients
    • Highlight positive testimonials
    • Simplify the enrollment process

  • 2. Call Volume

    The total number of calls made to potential CCM patients

    What good looks like for this metric: 1000 calls per week

    Ideas to improve this metric
    • Increase the size of the call team
    • Use automated dialers
    • Extend calling hours
    • Prioritise high-potential leads
    • Track call completion rates

  • 3. Call to Conversion Time

    The average time taken from the first call to patient enrollment in the program

    What good looks like for this metric: 1-2 weeks

    Ideas to improve this metric
    • Streamline follow-up processes
    • Clarify onboarding steps during calls
    • Offer quick response channels
    • Maintain communication through multiple formats
    • Address patient queries swiftly

  • 4. Patient Satisfaction Score

    Patient-reported happiness with the call and enrollment process

    What good looks like for this metric: 80% satisfaction

    Ideas to improve this metric
    • Conduct surveys post-enrollment
    • Gather feedback on call quality
    • Enhance training for callers
    • Resolve queries efficiently
    • Personalise communication

  • 5. Retention after Enrollment

    The percentage of patients remaining in the CCM program after a set period

    What good looks like for this metric: 60-70% after 6 months

    Ideas to improve this metric
    • Implement engagement strategies
    • Monitor patient progress regularly
    • Provide value-added services
    • Build strong relationships
    • Continually assess patient needs
enrollmentcommunicationcall-center-agentpatient-coordinatoroutreach-teamquality-assurance-team
Implement these metrics

Tracking your Call Center Agent metrics

Having a plan is one thing, sticking to it is another.

Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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