Call Center KPI Examples

Keep your call center on track with the right data.

Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer services. To do this effectively, you need to be dialled into the latest metrics and KPIs such as current service level, call volume and call resolution rates. Use these call center KPIs and metrics to track your performance through the busiest and most hectic days.

Call Center KPI Examples | Service Level

Service Level

Measures your ability to deliver on the promise made in your call center's Service Level Agreement (SLA).

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Call Center KPI Examples | Adherence

Agent Schedule Adherence

Measures how effectively call center agents spend their time when logged in and "on the clock."

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Call Center KPI Examples | Active and Waiting Calls

Active and Waiting Calls

Measures current volume compared to the number of callers waiting to be patched through to an agent.

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Call Center KPI Examples | Call Resolution

Call Resolution

Measures the outcome of each call handled by your agents to determine how many contacts it takes to resolve customer issues.

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Call Center KPI Examples | Call Center Status Metrics

Call Center Status Metrics

Provide insight into the real-time performance of your call center by displaying actionable metrics like number of calls waiting in the queue.

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Call Center KPI Examples | Call Abandonment

Call Abandonment

Measures the number of callers that hang up before they can be connected to an agent.

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Call Center KPI Examples | Average Handle Time

Average Handle Time

Measures the average amount of time spent on each call and includes related administrative duties such as submitting call reports.

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Call Center KPI Examples | Customer Satisfaction

Customer Satisfaction

Provides an assessment of your call center's performance from your customer's perspective.

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