Managing a call center efficiently requires real-time insights into key performance indicators (KPIs). Our Call Centre KPI Dashboard in Excel helps streamline operations, improve customer satisfaction, and boost agent performance with structured data visualization and analytics. This dashboard offers a one-stop solution to track, analyze, and optimize your call center’s efficiency using MTD (Month-to-Date) and YTD (Year-to-Date) metrics.
🔹 Instant Download | Fully Customizable | No Coding Required
📌 Key Features
1. Home Sheet – Simplified Navigation
The Home sheet acts as the central hub, allowing easy navigation through the dashboard. With clear, one-click access buttons, you can switch between various sections without hassle.
2. KPI Dashboard Sheet – Comprehensive Performance Overview
The main dashboard presents all essential Call Centre KPIs, helping managers and supervisors make data-driven decisions.
✔ Month Selection – Easily choose a month to view updated KPI metrics.
✔ MTD & YTD Analysis – Track Month-to-Date and Year-to-Date actuals and compare them against targets and previous year data.
✔ Visual Indicators – Color-coded up/down arrows highlight trends, making it easy to assess performance at a glance.
✔ Performance Comparison – Get a detailed Target vs Actual and PY vs Actual breakdown to monitor efficiency.
🔹 Effortless monitoring of KPIs like:
✔ Average Handle Time (AHT)
✔ First Call Resolution (FCR)
✔ Net Promoter Score (NPS)
✔ Customer Satisfaction Score (CSAT)
✔ Call Transfer Rate
✔ Cost Per Call
✔ Idle Time Per Agent
3. KPI Trend Sheet – Track KPI Performance Over Time
This sheet helps you analyze trends for individual KPIs over multiple months.
✔ KPI Selector – Choose a KPI to view its historical trend over the months.
✔ Formula & Definition – Get a clear understanding of how each KPI is calculated.
✔ MTD & YTD Charts – Track Actual vs Target vs Previous Year to monitor improvements.
Example KPI Analysis:
🔹 Call Transfer Rate – Measures the percentage of calls transferred to other agents or departments.
🔹 Agent Occupancy Rate – Tracks the time an agent spends on calls compared to their available time.
4. Actual Numbers Sheet – Input Real-Time Data
✔ Manually enter actual performance data for each KPI.
✔ Update figures month-wise for MTD & YTD values.
✔ Dynamic data updating ensures seamless integration into the dashboard.
5. Target Sheet – Set Performance Goals
✔ Define Monthly & Yearly Targets for each KPI.
✔ Compare actual performance with predefined goals.
✔ Use it to create realistic service level agreements (SLAs) and performance benchmarks.
6. Previous Year Numbers Sheet – Compare Performance
✔ Store last year’s data for a side-by-side comparison.
✔ Identify growth trends and performance gaps.
✔ Track historical improvements in call resolution rates, efficiency, and customer satisfaction.
7. KPI Definition Sheet – Understand Your Metrics
✔ Comprehensive KPI List – All relevant call center KPIs with definitions.
✔ Unit of Measurement – Clearly specified for each metric.
✔ Formula Breakdown – Step-by-step calculation guide for every KPI.
✔ Performance Type – Identify whether a lower or higher value is better.
🚀 Example:
🔹 First Call Resolution (FCR) → Formula: (Calls Resolved on First Contact / Total Calls) × 100
🔹 Net Promoter Score (NPS) → Formula: (Promoters – Detractors) / Total Responses × 100
🌟 Why Choose This Dashboard?
✔ No Coding Required – Fully automated and easy to use.
✔ Highly Customizable – Add your company’s branding and adjust KPIs.
✔ Save Time & Effort – Automates calculations and data visualization.
✔ Strategic Decision-Making – Helps identify trends and optimize operations.
✔ Instant Download – Get access immediately after purchase.
🎯 Who Should Use This Dashboard?
✔ Call Centre Managers & Supervisors
✔ Customer Support Teams
✔ Performance Analysts
✔ BPO Companies
✔ HR & Training Managers
If you’re looking to streamline operations, boost productivity, and improve customer service, this Call Centre KPI Dashboard in Excel is a must-have tool!
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