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Call Center Metrics

The most important Call Center metrics and KPIs. Learn about what metrics and KPIs are best for you, vote, and contribute your own.

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Average Speed to Answer

Average Speed to Answer (ASA) is the average amount of time...

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Call Abandon Rate

Call Abandon Rate is the percentage of people who hang up be...

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Call Volume

Call Volume is the count of both incoming and outgoing calls...

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Call-in Rate

Call-in Rate is the average number of inbound calls received...

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Customer Satisfaction

CSAT is a measure of the level of satisfaction that a custom...

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First Response Time

First Response Time (FRT) is the average amount of time take...

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