What are the right Customer Service Manager KPIs?

A Contractor University Member recently utilized the Ask-The-Expert Q&A feature within the member dashboard by submitting the following question and received the response below.

Contractor Question:

“For what KPI’s is the Customer Service Manager responsible? In other words, to measure her performance not the CSR or Dispatcher.”

Contractor University Expert Response:

“Here’s the breakdown of the key expectations for a Call Center Manager:

1. Booked Calls – 95%

2. Dropped Calls – 1% or Less

3. Club Memberships Sold – Conversion Rate

4. Outbound Calls for PTUs – 200 per Week

5. Reliable Attendance

6. Scoring of Call Quality – Lead Quality Review: 3.5 out of 5

These metrics create a clear roadmap for success and accountability. When each item is tracked and managed, your call center becomes a true growth engine for the business.”

Contractor University members can click here to log in to their member dashboard and submit a question through the Ask the Expert portal.