Call Center Metrics and KPIs

Service Level

Measure your ability to deliver on commitments made in your service level agreements (SLAs).

Agent Schedule Adherence

Measure how effectively call centers agents are using their scheduled time.

Active and Waiting Calls

Peak Hour Traffic (PHT)

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

Callback Messaging

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

Forecasted Contact Load to Actual Contact Load

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

Time Lost Due to Technology Issues

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

Interactions Routed Properly

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

Blockage

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

Cost per Call

Measure the amount it costs to handle a single call.

Talk Time

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

Call Volume

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

On-Hold Time

Measure the average amount of time callers spend on hold.

Longest Delay in Queue

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

Longest Call Hold

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

Dial per Hour

Measure the average number of outgoing calls every hour.

Repeat Calls

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

Call Arrival Rate

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

Longest Call Length

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

Call Setup Success Rate (CSSR)

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

Block Error Rate

Measure the number of unintentional blocks on a digital circuit.

Telecom Subscriber Acquisition Cost

Measure the average cost of acquiring a new subscriber.

Data Network Availability

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

After Call Work Time

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

Average Sales per Agent

Measure the average amount of sales your call agents make.

Sales per Agent

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

Call Completion Rate

Measure the total number of calls that are successfully connected.

Agent Utilization

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

Customer Calls Answered in the First Minute

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

Revenue per Successful Call

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

Call Resolution

Measure the outcome of each call handled by your agents.

Call Center Status Metrics

Provide insight into the performance of your call center by monitoring multiple key metrics.

Call Abandonment

Measure how many callers hang up or disconnect before they can be connected to one of your agents.

Average Handle Time

Customer Satisfaction

Cost per Contact