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

Scroll down to see more call center metrics that you can start using today to better manage your team.

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Call Center KPI Examples | Service Level

Service Level

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

Learn more about Service Level
Call Center KPI Examples | Agent Schedule Adherence

Agent Schedule Adherence

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

Learn more about Agent Schedule Adherence
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.

Learn more about Peak Hour Traffic (PHT)
Call Center KPI Examples | Callback Messaging

Callback Messaging

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

Learn more about Callback Messaging
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.

Learn more about Forecasted Contact Load to Actual Contact Load
Call Center KPI Examples | Time Lost Due to Technology Issues

Time Lost Due to Technology Issues

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

Learn more about Time Lost Due to Technology Issues
Call Center KPI Examples | Interactions Routed Properly

Interactions Routed Properly

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

Learn more about Interactions Routed Properly
Call Center KPI Examples | Blockage

Blockage

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

Learn more about Blockage
Call Center KPI Examples | Cost per Call

Cost per Call

Measure the amount it costs to handle a single call.

Learn more about Cost per Call
Call Center KPI Examples | Talk Time

Talk Time

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

Learn more about Talk Time
Call Center KPI Examples | Call Volume

Call Volume

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

Learn more about Call Volume
Call Center KPI Examples | On-Hold Time

On-Hold Time

Measure the average amount of time callers spend on hold.

Learn more about On-Hold Time
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.

Learn more about Longest Delay in Queue
Call Center KPI Examples | Longest Call Hold

Longest Call Hold

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

Learn more about Longest Call Hold
Call Center KPI Examples | Dials per Hour

Dial per Hour

Measure the average number of outgoing calls every hour.

Learn more about Dial per Hour
Call Center KPI Examples | Repeat Calls

Repeat Calls

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

Learn more about Repeat Calls
Call Center KPI Examples | Call Arrival Rate

Call Arrival Rate

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

Learn more about Call Arrival Rate
Call Center KPI Examples | Longest Call Length

Longest Call Length

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

Learn more about Longest Call Length
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.

Learn more about Call Setup Success Rate (CSSR)
Call Center KPI Examples | Block Error Rate

Block Error Rate

Measure the number of unintentional blocks on a digital circuit.

Learn more about Block Error Rate
Call Center KPI Examples | Telecom Subscriber Acquisition Cost

Telecom Subscriber Acquisition Cost

Measure the average cost of acquiring a new subscriber.

Learn more about Telecom Subscriber Acquisition Cost
Call Center KPI Examples | Data Network Availability

Data Network Availability

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

Learn more about Data Network Availability
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.

Learn more about After Call Work Time
Call Center KPI Examples | Average Sales per Agent

Average Sales per Agent

Measure the average amount of sales your call agents make.

Learn more about Average Sales per Agent
Call Center KPI Examples | Sales per Agent

Sales per Agent

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

Learn more about Sales per Agent
Call Center KPI Examples | Call Completion Rate

Call Completion Rate

Measure the total number of calls that are successfully connected.

Learn more about Call Completion Rate
Call Center KPI Examples | Agent Utilization

Agent Utilization

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

Learn more about Agent Utilization
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.

Learn more about Customer Calls Answered in the First Minute
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.

Learn more about Revenue per Successful Call
Call Center KPI Examples | Call Resolution

Call Resolution

Measure the outcome of each call handled by your agents.

Learn more about Call Resolution
Call Center KPI Examples | Call Center Status Metrics

Call Center Status Metrics

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

Learn more about Call Center Status Metrics
Call Center KPI Examples | Call Abandonment

Call Abandonment

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

Learn more about Call Abandonment
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