Call Center Metrics and KPIs
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.
Best call center metrics to monitor
Many industry leading companies track these on TV data walls:
- Call completion rate
- Agent utilization
- Answer seizure ratio (ASR)
- First call resolution rate
- Speed of answer (SA)
- Call handling time
- Call drop rate (CDR)
- First contact resolution rate
- Sales per agent
- Lead conversion rate
Scroll down to see more call center metrics that you can start using today to better manage your team.
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Service Level
Measure your ability to deliver on commitments made in your service level agreements (SLAs).
Learn more about Service Level
Agent Schedule Adherence
Measure how effectively call centers agents are using their scheduled time.
Learn more about Agent Schedule Adherence
Active and Waiting Calls
Learn more about Active and Waiting Calls
Peak Hour Traffic (PHT)
Monitor the time of day during which your company is receiving the most calls.
Learn more about Peak Hour Traffic (PHT)
Callback Messaging
Measure the number of callers that leave a message giving information to call back.
Learn more about Callback Messaging
Forecasted Contact Load to Actual Contact Load
Measure the actual amount of contacts versus the expected number of contacts.
Learn more about Forecasted Contact Load to Actual Contact Load
Time Lost Due to Technology Issues
Measure the length of time that was lost due to technology failure.
Learn more about Time Lost Due to Technology Issues
Interactions Routed Properly
Measure the number of calls that are forwarded onto the right channel and agent.
Learn more about Interactions Routed Properly
Blockage
Measure the share of calls that were not serviced due to lack of agents or network failure.
Learn more about Blockage
Talk Time
Monitor the average amount of time an agent spends on a call with a customer.
Learn more about Talk Time
Call Volume
Measure the total number of calls that were handled within a given time period.
Learn more about Call Volume
On-Hold Time
Measure the average amount of time callers spend on hold.
Learn more about On-Hold Time
Longest Delay in Queue
Measure the longest time a caller was held in the queue before being connected to a call agent.
Learn more about Longest Delay in Queue
Longest Call Hold
Monitor the longest amount of time a caller was on hold for.
Learn more about Longest Call Hold
Dial per Hour
Measure the average number of outgoing calls every hour.
Learn more about Dial per Hour
Repeat Calls
Measure the percentage of calls that addressed the same issue or subject.
Learn more about Repeat Calls
Call Arrival Rate
Measure the rate at which calls are coming in and being handled.
Learn more about Call Arrival Rate
Longest Call Length
Monitor the duration of the longest call that has been handled.
Learn more about Longest Call Length
Call Setup Success Rate (CSSR)
Measure the total number of calls that make it successfully through to the dialed number.
Learn more about Call Setup Success Rate (CSSR)
Block Error Rate
Measure the number of unintentional blocks on a digital circuit.
Learn more about Block Error Rate
Telecom Subscriber Acquisition Cost
Measure the average cost of acquiring a new subscriber.
Learn more about Telecom Subscriber Acquisition Cost
Data Network Availability
Measure the amount of time your data network is available for access.
Learn more about Data Network Availability
After Call Work Time
Measure the total amount of time it takes to complete post-call work.
Learn more about After Call Work Time
Average Sales per Agent
Measure the average amount of sales your call agents make.
Learn more about Average Sales per Agent
Sales per Agent
Measure the total number of sales that come from individual call agents.
Learn more about Sales per Agent
Call Completion Rate
Measure the total number of calls that are successfully connected.
Learn more about Call Completion Rate
Agent Utilization
Measure the total amount of time that call agents are working on calls.
Learn more about Agent Utilization
Customer Calls Answered in the First Minute
Measure the rate at which calls are being answering within the first minute of being placed.
Learn more about Customer Calls Answered in the First Minute
Revenue per Successful Call
Measures the total amount of revenue gained with each successful call that is completed.
Learn more about Revenue per Successful Call
Call Resolution
Measure the outcome of each call handled by your agents.
Learn more about Call Resolution
Call Center Status Metrics
Provide insight into the performance of your call center by monitoring multiple key metrics.
Learn more about Call Center Status Metrics
Call Abandonment
Measure how many callers hang up or disconnect before they can be connected to one of your agents.
Learn more about Call Abandonment
Average Handle Time
Learn more about Average Handle Time
Customer Satisfaction
Learn more about Customer Satisfaction