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.

Free 5 minute KPI lessons delivered to your inbox every day for 5 days

KPIs & Metrics 101

Everything you need to know about KPIs to start your data driven journey

KPIs & Metrics 201

Real life business examples of KPIs and how to establish key business metrics

Call Center KPI Examples | Service Level

Service Level

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

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Call Center KPI Examples | Agent Schedule Adherence

Agent Schedule Adherence

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

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Call Center KPI Examples | Active and Waiting Calls

Active and Waiting Calls

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

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Call Center KPI Examples | Peak Hour Traffic

Peak Hour Traffic (PHT)

Monitor the time of day during which your company is receiving the most calls.

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Call Center KPI Examples | Callback Messaging

Callback Messaging

Measure the number of callers that leave a message giving information to call back.

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Call Center KPI Examples | Forecasted to Actual Contact Load

Forecasted Contact Load to Actual Contact Load

Measure the actual amount of contacts versus the expected number of contacts.

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Call Center KPI Examples | Time Lost Due to Technology Issues

Time Lost Due to Technology Issues

Measure the length of time that was lost ue to technology failure.

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Call Center KPI Examples | Interactions Routed Properly

Interactions Routed Properly

Measure the number of calls that are forwarded onto the right channel and agent.

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Call Center KPI Examples | Blockage

Blockage

Measure the share of calls that were not serviced due to lack of agents or network failure.

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Call Center KPI Examples | Cost per Call

Cost per Call

Measure the amount it costs to handle a single call.

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Call Center KPI Examples | Talk Time

Talk Time

Monitor the average amount of time an agent spends on a call with a customer.

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Call Center KPI Examples | Call Volume

Call Volume

Measure the total number of calls that were handled within a given time period.

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Call Center KPI Examples | On-Hold Time

On-Hold Time

Measure the average amount of time callers spend on hold.

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Call Center KPI Examples | Longest Delay in Queue

Longest Delay in Queue

Measure the longest time a caller was held in the queue before being connected to a call agent.

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Call Center KPI Examples | Longest Call Hold

Longest Call Hold

Monitor the longest amount of time a caller was on hold for.

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Call Center KPI Examples | Dials per Hour

Dial per Hour

Measure the average number of outgoing calls every hour.

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Call Center KPI Examples | Repeat Calls

Repeat Calls

Measure the percentage of calls that addressed the same issue or subject.

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Call Center KPI Examples | Call Arrival Rate

Call Arrival Rate

Measure the rate at which calls are coming in and being handled.

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Call Center KPI Examples | Longest Call Length

Longest Call Length

Monitor the duration of the longest call that has been handled.

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Call Center KPI Examples | Call Setup Success Rate

Call Setup Success Rate (CSSR)

Measure the total number of calls that make it successfully through to the dialed number.

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Call Center KPI Examples | Block Error Rate

Block Error Rate

Measure the number of unintentional blocks on a digital circuit.

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Call Center KPI Examples | Telecom Subscriber Acquisition Cost

Telecom Subscriber Acquisition Cost

Measure the average cost of acquiring a new subscriber.

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Call Center KPI Examples | Data Network Availability

Data Network Availability

Measure the amount of time your data network is available for access.

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Call Center KPI Examples | After Call Work Time

After Call Work Time

Measure the total amount of time it takes to complete post-call work.

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Call Center KPI Examples | Average Sales per Agent

Average Sales per Agent

Measure the average amount of sales your call agents make.

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Call Center KPI Examples | Sales per Agent

Sales per Agent

Measure the total number of sales that come from individual call agents.

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Call Center KPI Examples | Call Completion Rate

Call Completion Rate

Measure the total number of calls that are successfully connected.

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Call Center KPI Examples | Agent Utilization

Agent Utilization

Measure the total amount of time that call agents are working on calls.

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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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Call Center KPI Examples | Revenue per Successful Call

Revenue per Successful Call

Measures the total amount of revenue gained with each successful call that is completed.

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Call Center KPI Examples | Call Resolution

Call Resolution

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

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Call Center KPI Examples | Call Center Status Metrics

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.

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Call Center KPI Examples | Call Abandonment

Call Abandonment

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

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Call Center KPI Examples | Average Handle Time

Average Handle Time

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

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Call Center KPI Examples | Customer Satisfaction

Customer Satisfaction

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

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Call Center KPI Examples | Cost per Contact

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.

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Free 5 minute KPI lessons delivered to your inbox every day for 5 days

KPIs & Metrics 101

Everything you need to know about KPIs to start your data driven journey

KPIs & Metrics 201

Real life business examples of KPIs and how to establish key business metrics