12 Call Center Metrics & KPIs to Track for Your Business

Key Performance Indicators (KPIs) in a call center are measurable values that measure the effectiveness and efficiency of call center operations.

Some of the common KPIs include Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and more. These metrics help you evaluate how well agents and teams are meeting their objectives and delivering customer satisfaction.

Tracking call center metrics is crucial for evaluating the performance and efficiency of operations. By monitoring key indicators like average handling time, first-call resolution, and customer satisfaction, businesses can identify areas where improvements are needed.

Moreover, call center metrics provide valuable insights into customer experiences and guide decision-making. Regularly analyzing call center metrics helps optimize workflows, proper staffing during peak hours, and maintain smooth operations. This reduces wait times, enhances efficiency, and ultimately improves the overall customer service experience.

Tracking key performance indicators (KPIs) like First Call Resolution (FCR), Average Speed of Answer (ASA), Average Handle Time (AHT), Net Promoter Score (NPS), and Abandonment Rate helps improve call center performance. By regularly monitoring these metrics, businesses can optimize their service quality, reduce costs, and ensure they meet the growing demands of customers.

First Call Resolution (FCR) is also known as First Contact Resolution or First Touch Resolution. First Call Resolution (FCR) tracks the percentage of customer inquiries or issues resolved during the first call without further follow-up. It shows an indicator of both operational efficiency and customer satisfaction.
 

Tips: If customers’ issues are frequently not resolved in their first interaction, categorize these cases with call notes/tags and provide agents with targeted training or scripts. This will help improve resolution rates and reduce follow-ups over time.

The Average Speed of Answer (ASA) measures the average time it takes for an agent to answer a call. It reflects the speed at which customers are connected to an agent and directly impacts wait times and customer satisfaction.

A lower ASA indicates quicker response times, contributing to a more positive customer experience. Many call centers set an ASA goal, such as answering calls within 60 seconds to ensure timely customer service and minimize wait times.

Tips: To improve the Average Speed of Answer (ASA), use call routing to connect customers quickly, improve call queue management, and regularly review processes to speed up responses.

Average Handle Time (AHT) measures the total duration of customer interaction with an agent, from start to finish, including hold times and talk time. It helps to assess the efficiency and performance of your agents.

If agents rush to finish calls as quickly as possible, it might improve your AHT rate but also decrease customer satisfaction.

Customer Satisfaction Score (CSAT) measures customer satisfaction with a product, service, or interaction. It is typically gathered through a post-interaction survey, asking customers to rate their satisfaction on a scale (e.g., 1-5, 1-7, or 1-10).

Monitoring CSAT over time provides a clear view of customer satisfaction patterns, helping companies recognize what’s working well and the areas of improvement in customer interactions.

A higher CSAT score indicates that your organization delivers a positive and effective customer experience.

Net Promoter Score (NPS) measures customer loyalty and satisfaction by asking: "How likely are you to recommend our product/service to a friend or colleague?" Recommendations for the product are made on a scale from 0 to 10. Based on the responses, customers are categorized into three groups: Promoters (9-10), Passives (7-8), or Detractors (0-6).

Abandonment rate refers to the percentage of disconnected calls by customers before they are answered by an agent. High abandonment rates can frustrate customers, as long wait times often feel like poor service. Abandonments occur due to technical problems, insufficient staff, or long waits.

Tips: To reduce abandonment rates, focus on IVR menus and rearrange staff during peak periods, allowing callers to reach the right department quickly without frustration. This reduces unnecessary wait times and improves the customer experience.

Service level refers to the percentage of answered calls within a defined timeframe(e.g., 80% of calls answered within 20 seconds). Businesses set targets by considering factors like customer expectations, cost-effectiveness, and the desired level of service quality.

A high service level means the call center can quickly address customer inquiries, reducing wait times and frustration.

Tips: To maintain a high service level, implementing effective staffing and call routing strategies is crucial. These strategies help adjust to changes in call volume and ensure fast, reliable support.

Calilio provides advanced call center analytics, helping businesses monitor service-level performance in real time. Our phone system helps track service levels by providing clear insights into answered calls and the total number of calls, making it easier to measure and optimize service-level metrics.

The Occupancy Rate measures the percentage of time call center agents are actively engaged in handling customer interactions instead of being available but idle.

A target range for the occupancy rate is between 75% and 85%. A rate below 70% indicates inefficiencies, such as excessive idle time between calls. This limits agent productivity and reduces revenue potential, as agents spend more time waiting than serving customers.

The Customer Effort Score (CES) measures the level of effort a customer needs to put into resolving an issue with your customer support team.

A high CES means customers had an easy experience resolving their issues, showing that the service was efficient and customer-friendly.

The Agent Turnover Rate indicates the percentage of call center staff who leave within a specific period.

A high turnover rate can lead to negative outcomes, including increased recruitment and training costs, decreased team confidence, and reduced customer service quality due to the quitting of experienced agents.

Call Quality Monitoring Scores evaluate agent performance by analyzing recorded calls. The criteria include obedience to scripts, professionalism, effective communication, and problem-solving skills.

The high scores recognize outstanding performance, while lower scores signal opportunities for coaching and improvement.

The Cost Per Call (CPC) metric measures the average cost a call center spends per handled call. Tracking CPC over time enhances financial efficiency, smooth operations and improves capacity planning and budgeting.

Continuous monitoring of CPC ensures optimal allocation of contact center resources, enhancing service quality while maintaining cost efficiency. A lower CPC means improved call center productivity and greater financial efficiency.

Tracking the call center metrics and KPIs helps you optimize your call center and improve agent performance. Metrics like Average Speed of Answer (ASA), Call Abandonment Rate, Customer Satisfaction Score (CSAT), and Service Level help measure how quickly your team responds to customers and resolves inquiries. Regular monitoring of KPIs can identify areas where improvements are needed, boosting overall effectiveness.

Calilio enhances the ability to track and refine call center performance with features such as real-time reporting, performance dashboards, automated alerts, IVR, and more. By integrating our business phone system, you can continuously enhance customer experience and optimize agent productivity.

The key performance indicators (KPIs) commonly used in call centers are Agent Handle Time (AHT), First Call Resolution (FCR), Service Level, and Customer Satisfaction (CSAT) Score.

KPIs can be measured weekly, monthly, quarterly, or yearly. If a company sets a monthly goal (e.g., a monthly service level target), it is recommended to monitor KPIs every week.

Additionally, if you measure KPIs too frequently that may lead to inefficient resource allocation.

Businesses identify the right KPIs by aligning them with business goals, analyzing customer feedback, examining operational data, mapping customer journeys, and using tools to track performance.