Customer Calls Answered in the First Minute Metric

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

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Call Center KPI Example - Customer Calls Answered in the First Minute Metric


The Customer Answered in the First Minute metric helps you determine how effective your team is at answering calls as they come in. Customers can get impatient if they are put on hold for too long, which can cause them to lose trust in your company, therefore having a high rate of calls being answered promptly is critical for business success.


Calls answered within the first minute/Total number of calls

Reporting frequency


Example of KPI target

80% answered


Manager, Call team


First minute answering rate

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