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Percentage of calls answered within 20 seconds
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Indicator Name:Percentage of calls answered within 20 seconds JANFEBMARAPRMAYJUNJULAUGSEPOCTNOVDEC
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Numerator:Number of incoming calls attended in 20 seconds in a monthNumerator
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DenominatorTotal no of incoming calls received in a monthDenominator
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RationaleTo monitor the response to the calls. Faster call answer rate indicates quicker response to customers and lesser queuesRate#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!
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Inclusion CriteriaAll calls that get received Target- %100%100%100%100%100%100%100%100%100%100%100%100%
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Exclusion CriteriaTest / training calls
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Indicator Owner: Call Centre Head
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Selection criteria:□ High Risk √ High Volume □IPSG √ Problem Prone □High Cost
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□ Contract Monitoring □ Regulatory Requirement
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□Others: Accreditation requirement
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Type of Indicator:□ Structure √ Process □ Outcome □ Process & Outcome
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Frequency:□ Monthly √ Quarterly □ Bi-Annual □ Annual
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Department/ UnitCall Centre
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Sample Size: All calls that get received
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Data collection method / Source The KPI Facilitator shall compile the data from the Call Register
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Data methodology: √ Retrospective □ Concurrent
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Unit of MeasurementPercentage
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Target:100%
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Benchmark (If Applicable)NA
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Data Analysis:
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Common variation
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Action plan:
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