Building a customized dashboard is all about convenience. When setting up your own dashboard, you should prioritize the metrics that are most important to your job. Keep an eye on critical KPIs and track their movement in real time—whether that’s the performance of individual agents, lists, campaigns, or a mix of all three. Convoso’s custom dashboard capability enables you to be in control of what you see. Pick from an extensive list of KPIs, apply your own custom filters, and even color code your data visualizations to maximize your productivity while monitoring performance.

A call center report provides an overview or summary of call center performance data, boiling down the activity of a call center into an easy-to-understand snapshot, such as a graph or a chart. Dialer managers and other decision-makers can analyze those reports to better understand what’s behind changes in performance

The exact metrics you should monitor will vary based on you and your call center’s exact priorities. However, the following metrics and categories are among the most important to monitor at any outbound call center:

Call Center Lead KPIs

• Cost Per Acquisition (CPA)
• Connection Rate
• Lead Conversion Rate

Call Center List KPIs

• Contact Rate
• Average Talk Time
• Total Revenue
• List Profit and Loss

Call Center Agent KPIs

• Talk Time
• Wrapup Time
• Pause or Wait Time
• Calls Per Agent
• First Call Close
• Number of Sales & Revenue per Agent

Call Center Dialing KPIs

• Average Hold Time
• Abandoned Call Rate
• Dropped Call Rate

Read more about these essential KPIs and metrics for outbound call center profitability.