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.

Average Speed to Answer

Average Speed to Answer (ASA) is the average amount of time taken for a call centre agent to answer an inbound customer call, including time spent waiting in a queue. It excludes time spent navigating an IVR system. This metric one of the most important signals tied to customer satisfaction.

Call Abandon Rate

Call Abandon Rate is the percentage of people who hang up before they are able to reach an agent. Abandon Rate is very closely related to Average Time to Answer.

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Call Volume

Call Volume is the count of both incoming and outgoing calls handled. It can be used to measure the number of incoming calls to a Customer Support organization, outgoing calls from a Sales team, calls queued to an Automatic Call Distribution (ACD) service, and dropped calls. Tracking this metric helps you determine required staffing levels and understand customer behaviour.

Call-in Rate

Call-in Rate is the average number of inbound calls received per paid user of a product or service. It is used to monitor changes in call volumes, which can be an early warning sign of product or service issues, and even potential churn.

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Customer Satisfaction

CSAT is a measure of the level of satisfaction that a customer has with a company’s products and/or services, most often provided by the customer as part of a survey. It is commonly used as an indicator of a customer’s loyalty to a company.

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First Response Time

First Response Time (FRT) is the average amount of time taken for an agent to provide an initial response to a customer inquiry or support ticket. The speed at which you acknowledge a customer's question is a reflection of your commitment to customer satisfaction and the maturity and efficiency of your call centre.

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Full Resolution Time

Full Resolution Time is the time duration between the ticket creation date and the ticket solved or closed date. Along with a solution that helps the customer and solves the problem, the less time it takes to get to a resolution is good for you and good for the customer. Resolution time is usually measured in hours or days.

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