Call Center Metrics & KPIs
Metrics & KPIs for modern call centers
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
Call Center KPI Examples
Active and Waiting Calls
Measures current volume compared to the number of callers waiting to be patched through to an agent.
Agent Schedule Adherence
Measure how effectively call centers agents are using their scheduled time.
After Call Work Time
Measure the total amount of time it takes to complete post-call work.
Agent Utilization
Measure the total amount of time that call agents are working on calls.
Average Handle Time
Measures the average amount of time spent on each call and includes related administrative duties such as submitting call reports.
Average Sales per Agent
Measure the average amount of sales your call agents make.
Block Error Rate
Measure the number of unintentional blocks on a digital circuit.
Blockage
Measure the share of calls that were not serviced due to lack of agents or network failure.
Call Abandonment
Measure how many callers hang up or disconnect before they can be connected to one of your agents.
Call Arrival Rate
Measure the rate at which calls are coming in and being handled.
Call Center Status Metrics
Provide insight into the performance of your call center by monitoring multiple key metrics.
Call Completion Rate
Measure the total number of calls that are successfully connected.
Call Resolution
Measure the outcome of each call handled by your agents.
Call Setup Success Rate (CSSR)
Measure the total number of calls that make it successfully through to the dialed number.
Call Volume
Measure the total number of calls that were handled within a given time period.
Callback Messaging
Measure the number of callers that leave a message giving information to call back.
Customer Calls Answered in the First Minute
Measure the rate at which calls are being answering within the first minute of being placed.
Cost per Call
Measure the amount it costs to handle a single call.
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.
Customer Satisfaction
Provides an assessment of your call center's performance from your customer's perspective.
Data Network Availability
Measure the amount of time your data network is available for access.
Dial per Hour
Measure the average number of outgoing calls every hour.
Forecasted Contact Load to Actual Contact Load
Measure the actual amount of contacts versus the expected number of contacts.
Interactions Routed Properly
Measure the number of calls that are forwarded onto the right channel and agent.
Longest Call Hold
Monitor the longest amount of time a caller was on hold for.
Longest Call Length
Monitor the duration of the longest call that has been handled.
Longest Delay in Queue
Measure the longest time a caller was held in the queue before being connected to a call agent.
On-Hold Time
Measure the average amount of time callers spend on hold.
Peak Hour Traffic (PHT)
Monitor the time of day during which your company is receiving the most calls.
Repeat Calls
Measure the percentage of calls that addressed the same issue or subject.
Revenue per Successful Call
Measures the total amount of revenue gained with each successful call that is completed.
Sales per Agent
Measure the total number of sales that come from individual call agents.
Service Level
Measure your ability to deliver on commitments made in your service level agreements (SLAs).
Telecom Subscriber Acquisition Cost
Measure the average cost of acquiring a new subscriber.
Talk Time
Monitor the average amount of time an agent spends on a call with a customer.
Time Lost Due to Technology Issues
Measure the length of time that was lost due to technology failure.
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