To measure the success of a telemarketing, collection, or customer service campaign, it is essential to monitor performance metrics. If you don't know what indicators like AHT, Contactability Rate, or SLA mean, this calculator will help you obtain them automatically.
Try our interactive calculator. Enter your current database and daily management data to evaluate your Call Center's performance.
Explanation of Formulas and Concepts
1. Campaign SLA (Service Level / Base Progress)
Measures the percentage of progress or completion of the assigned database. It indicates how close your team is to sweeping the entire contact base.
SLA % = (Closed Records / Total Base Records) * 100
2. Contactability Rate (Effective Contact)
Indicates the proportion of calls that were answered effectively compared to the total dialing attempts. A low number can indicate outdated bases.
Contactability % = (Answered Calls / Total Calls Made) * 100
3. AHT (Average Handling Time)
It is the average duration of each answered call. Maintaining an optimal AHT ensures that agents keep agile and informative conversations.
AHT = Total Talk Time / Answered Calls
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