Managing a contact centre requires continuously monitoring key performance metrics to ensure efficiency, service quality, and customer satisfaction. Without a clear, data-driven approach, it can be challenging to identify trends, address issues, and make informed decisions that improve overall operations.
Dashboards play a crucial role in simplifying this process by consolidating essential KPIs into a single, easy-to-interpret visual format.
To help you we have created a call centre dashboard template, to add to our extensive collection of free contact centre tools to get you ahead.
Free Download – Contact Centre Dashboard Excel Template
Do you want to download this to use?
Get your free download of the Contact Centre Dashboard Excel Template now:
How Does It Work?
Our dashboard is an easy-to-use call centre key performance indicator (KPI) balanced scorecard, which you can use to track metric results.
By simply entering a whole range of KPIs into our dashboard template, our visual display will enable you to monitor and optimize performance.
At a quick glance, our data visualization tools will simplify KPI analysis, helping you to capture insights within seconds, not hours.
Also, the free, user-friendly customer service metrics dashboard can cover a great range important KPIs within one visually stimulating format.
The tool is free of charge for all our newsletter subscribers. If you are not already on our newsletter, you can sign up here.
What’s Included?
We have included the key KPIs that you may want to include on your call centre dashboard and have incorporated them into our invaluable template.
We present the information with engaging visual displays to bring each of the following types of metrics to life:
- Contact volumes (across all contact types)
- Complaint volumes (spread over different complaint reasons)
- Sales volumes
- Customer experience metrics (e.g. customer satisfaction)
- Customer survey feedback
- Service level
- Abandon rate
Being easy-to-edit, you can even customize the template and choose which metrics you want to display.
Stay in Tune With Your Performance
As a manager, you understand the importance of staying in tune with your contact centre’s performance.
Our dashboard balanced scorecard allows you to keep tabs on your KPIs, helping you to spot historical trends across a whole host of metrics.
Using these quick insights, you can drive positive change.
Over time, you will also start to get to grips with how your contact centre KPIs influence one another, enabling you to make further improvements to your customer service strategy.
Check Out Our Other Free Contact Centre Tools
Our call centre dashboard template is not the only free useful contact centre tool that we offer.
In fact, we have lots more solutions that will help you to improve the performance of your operation.
These Contact Centre Tools Include:
- Our Erlang Calculator for contact centre staffing
- Our Forecasting Tool for contact centre forecasting
- Our Multichannel Calculator for contact centre scheduling
- Our Schedule Adherence Tool for calculating adherence rates
- Our Call Monitoring, Evaluation and Coaching Form for quality assurance (QA)
To check out all of these tools and more, visit our tools page.
For more on presenting the right contact centre KPIs, read our articles:
- 32 Contact Centre KPIs That You Need to Track (And Why!)
- A Quick Guide to Call Centre Reporting – With the Top Seven Reports, Examples and Tips
- What Should You Be Displaying on Your Contact Centre Wallboards?
Author: Jonty Pearce
Reviewed by: Robyn Coppell
Published On: 27th Mar 2022 - Last modified: 31st Jan 2025
Read more about - Essential Call Centre Tools, Downloads, Editor's Picks, Key Performance Indicators (KPIs), Popular, Printable
