Call Center KPI Examples | Customer Calls Answered in the First Minute

Customer Calls Answered in the First Minute

Measure the rate at which calls are being answering within the first minute of being placed.

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Formula

Calls answered within the first minute/Total number of calls

Services

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Role

Manager

Overview

The Customer Answered in the First Minute metric helps you determine how effective your team is at answering calls as they come in. Customers can get impatient if they are put on hold for too long, which can cause them to lose trust in your company, therefore having a high rate of calls being answered promptly is critical for business success.

Formula

Calls answered within the first minute/Total number of calls

Reporting frequency

Weekly

Example of KPI target

80% answered

Audience

Manager, Call team

Variations

First minute answering rate