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.
Get your free guide!
Ready to start tracking your key call center metrics? Get the 101 on KPIs in the Beginner’s Guide to KPIs
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.
Get your free guide!
Ready to start tracking your key call center metrics? Get the 101 on KPIs in the Beginner’s Guide to KPIs
