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.

Guide to KPIs & Metrics

Service Level

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

Agent Schedule Adherence

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

Active and Waiting Calls

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

Call Resolution

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

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.

Call Abandonment

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

Average Handle Time

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

Customer Satisfaction

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

Cost per Contact

Measures how much each contact costs your call center and is a key part of any cost-benefit analyses you may run.