Call Centre KPI Dashboard In Power BI

We have had several projects where the clients asked us to create Power BI call centre dashboards. Our Power BI consultants created those from data sources like Zultys, Zoom Call Centre and LiveChat.

In some call centres these dashboards are displayed on TV, on others the management uses them to guide operational decisions and optimize call centre performance.

The process of creating these dashboards is always the same:

1. Automate the data extraction by writing scripts that request data from APIs on schedule
2. Automate the data transformation using tools like SQL, Power Query or Tableau Prep
3. Visualize the data in Power BI, Looker Studio or Tableau

In this article we will talk you through several call centre KPI dashboards that we have created for clients, explain the common KPIs and give recommendations based on our experience.

Call Centre KPIs

The call centre KPIs would be different depending on the purpose of the call centre (e.g. sales, customer support, etc) and whether you are dealing with outbound or inbound calls.

Outbound call centre performance is most often measured based on the volume of calls made and the number of conversions. The common sales call centre KPIs are quite self explanatory:

• Number of calls made
• Number of calls answered
• Number of created opportunities and sales
• Conversion rate

Inbound call centres are incentivised to answer more incoming calls, resolve issues quickly, improve customer satisfaction. As a result they have are a lot more nuanced KPIs.

KPIs measuring customer experience:

• Customer Satisfaction Score (CSAT) – percentage of callers who are satisfied with their call experience vs all callers that spoke to an agent.
• First Call Resolution (FCR) – percentage of customer support requests that were resolved on the first call vs all resolutions. Naturally, customers want their requests to be resolved within a single call so this KPI feeds directly into the customer satisfaction score.

KPIs measuring agent performance

• Agent Handle Time – amount of time that an agent spends processing an average call including the post-call tasks
• Calls Answered, Missed and Abandoned – knowing the proportion of calls by status helps to measure how well each agent is handling their workload and whether you have enough agents at all times
• Average Hold Time – an average amount of time that an agent can put a customer on hold during a support call. It is calculated as total time on hold divided by total calls. Call centers aim to keep average hold time as low as possible to provide prompt customer service.

Operational efficiency KPIs:

• Peak Traffic – peak number of calls, messages or chats that your call centre receives. This KPI helps with the capacity planning as management can plan for an appropriate number of agents to handle the demand.
• Service Level Rate – number of calls that are answered within a targetted amount of time vs total calls. Tracking this KPI helps to ensure that the call centre service standards are upheld by the team.
• Average Speed of Answer – average amount of time that a customer spends on the phone before an agent joins the conversation.
• Call Abandonment Rate – percentage of calls where a customer ends the call before an agent can answer it. This KPI is also closely related to the average speed of answer. By correlating the 2 you can clearly see what speed of answer is optimal to minimize the call abandonment rate.

Now that you understand the call centre KPIs and how they are used for operational management we can look at some examples of call centre dashboards that our team has created.

Call Centre Dashboards

Capacity Planning Dashboard

This dashboard was created for a global company that had a multi-lingual customer support centre. It was built with the data from LiveChat which is software connecting customers to agents via chats widgets on the website.

The dashboard helps to track the number of requests per language and how it is trending. It is also tracking the average number of requests for every working hour. These insights help with the capacity planning and agent shift scheduling.

Similarly, we analysed the number of customer requests per hour for each weekday. This analysis helps to plan for capacity throughout the week as weekly patterns become more visible.

Operational Efficiency Dashboard

This dashboard was created from Zoom call centre data. We used our proprietory Zoom connector to extract the data automatically.

The dashboard measures important operational KPIs such as number of calls, average call duration and average hold time. You can also see the number of calls by status which helps to measure the perfentage of calls that actually get through to an agent.

Breaking down the number of calls and average calls duration by agent helps to measure the efficiency of every team member. You can clearly see who is taking less time to resolve the customer queries as compared to other members of the team.

Agent Performance Dashboard

We created this dashboard for a sales call centre and was displayed on a TV to update the team on their performance. The management wanted to create a sense of transparency so that the team can motivate each other to meet their targets.

You can clearly see which sales agents meet their activity target (number of calls) and their conversion targets (number of new opportunities, orders and revenue). You can also see the overall team sales vs target for this month which measuring how the team is moving as a whole towards their common objective.

Ready To Build Your Call Centre Dashboard?

Building an automated call centre dashboard in Power BI takes a lot of expertise in creating custom connectors, transforming data in Power Query and visualizing the data effectively. Contact us today to discuss your project and get proffessional help building your analysis.