31 Call Center KPIs and Metrics: The Definitive List (2023)

Author: CH Hassan

Are you a call center manager looking for ways to measure your team’s performance? Or do you need KPIs for your contact center to ensure customer satisfaction and loyalty? Either way, this list of call center metrics and KPIs is exactly what you are looking for. It includes all the essential KPIs and metrics relevant to the call center industry, so you can easily identify which ones are most important for your team to boost performance. Whether it’s incoming calls, customer effort scores, or active waiting calls – the definitive list of 31 KPIs and metrics for call centers have you covered. So if you’re looking for a comprehensive resource to help you improve the success of your call center solution, look no further! Discover all the KPIs and metrics you need to measure your contact center’s performance and satisfy your customers.

What are call center metrics?

Call center metrics are measurements used to evaluate the performance of a call center or contact center. These metrics cover customer service, customer experience, loyalty, and overall call center efficiency. By tracking these KPIs for call centers, managers can identify areas where improvement is needed to maximize customer satisfaction and loyalty.

Let us look at some KPIs for call centers:

Net Promoter Score(NPS)
Customer Satisfaction (CSAT)
First Response Time (FRT)
First Contact Resolution (FCR)
Customer Effort Score (CES)
Channel Mix
Customer Retention Rate (CRR)
Customer Churn Rate (CCR)
Adherence to Schedule
Agent Utilization Rate
Agent Attrition Rate
Occupancy Rate
Average Speed of Answer (ASA)
Average Handle Time (AHT)
Average After-call Work Time
Cost Per Call (CPC)
Service Level
Call Volume
Peak Hour Traffic
Call Type Mix
Call Abandonment Rate
Average Waiting Time
Call Transfer Rate
Call Arrival Rate
Repeat Calls
Percentage of Calls Blocked
Active Waiting Calls
Average Age of Query
Longest Hold Time Rate
Callback Messaging
Average Time in Queue

Net Promoter Score(NPS)

Net Promoter Score(NPS) and Customer Satisfaction (CSAT) are two of the most important KPIs for call centers. NPS measures customer loyalty and helps identify areas of improvement, while CSAT measures customer satisfaction on specific interactions. Keeping track of these KPIs will help call center managers understand how customers feel about their service and how to improve it.

Customer Satisfaction (CSAT)

Customer Satisfaction (CSAT) measures customer satisfaction with a specific interaction. It is calculated by asking customers to rate their experience on a scale from 1-10 or using “smileys.” The higher the CSAT score, the more satisfied customers are with their interaction.

First Response Time (FRT)

First Response Time (FRT) measures how quickly a call center can respond to customer inquiries. If customers wait too long for a response, they may become frustrated and less likely to return. Tracking this KPI can help call center managers identify improvement areas, so customers don’t wait too long for a response.

First Contact Resolution (FCR)

First Contact Resolution (FCR) tracks how often a customer’s issue is resolved on the first call. If a customer needs to contact the call center multiple times to resolve an issue, it can cause frustration and lower customer satisfaction. Tracking this KPI will help call centers understand how often customers are being helped on the first call and identify areas for improvement.

Customer Effort Score (CES)

Customer Effort Score (CES) is an important KPI for call centers. It measures how much effort customers need to put in to resolve their issues. The lower the CES, the better. Tracking this KPI will help call center managers understand how their customers feel about their service and identify areas for improvement.

Channel Mix

Channel Mix measures how customers use different channels to contact the call center. Tracking this KPI can help managers understand which channels customers prefer and optimize them accordingly.

Customer Retention Rate (CRR)

Customer Retention Rate (CRR) measures how many customers continue to use the call center’s services over time. This KPI is important as it helps managers understand how well they are retaining customers and identify areas for improvement.

Customer Churn Rate (CCR)

Customer Churn Rate (CCR) measures how many customers stop using the call center’s services over time. This KPI is important as it helps managers understand why customers decide to leave and find ways to retain them.

Adherence to Schedule

Adherence to Schedule tracks how often agents stick to their assigned schedules. If agents stick to their schedules, it can make customers wait too long for a response, leading to higher customer satisfaction. Tracking this KPI can help managers understand how well agents are sticking to their schedules and identify areas for improvement.

Agent Utilization Rate

Agent Utilization Rate measures how much time agents spend on the phone with customers. If agents spend less time talking to customers, it can lead to higher customer satisfaction. Tracking this KPI will help managers understand how well their agents use their time and identify areas for improvement.

Agent Attrition Rate

Agent Attrition Rate measures how often agents leave the call center. High attrition rates can be costly for call centers as finding and training new agents requires time and resources. Tracking this KPI will help managers understand why agents leave and identify ways to retain them.

Occupancy Rate

The occupancy Rate measures how often the call center is busy. If agents can answer customer calls, it can lead to longer wait times and higher customer satisfaction. Tracking this KPI will help managers understand how well they manage their resources and identify areas for improvement.

Average Speed of Answer (ASA)

Average Speed of Answer (ASA) measures how quickly the call center can answer customer calls. If customers wait too long for a response, it can lead to frustration and lower customer satisfaction.

Average Handle Time (AHT)

Average Handle Time (AHT) measures the average time it takes for an agent to handle a customer call. If it takes less time for agents to resolve customers’ issues, it can cause frustration and lead to lower customer satisfaction.

Average After-Call Work Time(ACWT)

Average After-Call Work Time (ACWT) measures how much time agents spend completing tasks after talking to customers. If this KPI is too high, it can lead to lower productivity and higher costs for the call center.

Cost Per Call (CPC)

Cost Per Call (CPC) measures the average cost of each customer call. This KPI can help managers understand how efficient their call center is and identify areas for improvement.

Service Level

Service Level measures how often the call center can answer customer calls within a certain period of time. This KPI helps managers understand how well they manage their resources and prioritize customers accordingly.

Call Volume

Call Volume measures the total number of calls that the call center receives. This KPI is important as it helps managers understand how much demand there is for their services and plan for future growth.

Peak Hour Traffic

Peak Hour Traffic measures the busiest times of the day for the call center. This KPI helps managers understand when to staff more agents and plan accordingly. This KPI is important as it helps managers plan their staff accordingly to handle many calls during peak hours.

Call Type Mix

Call Type Mix measures the types of calls that are coming into the call center. This KPI helps managers understand what topics their customers are calling about and how best to allocate resources accordingly.

Call Abandonment Rate

The call Abandonment Rate measures how often customers abandon their calls before they are connected to an agent. This KPI is important as high abandonment rates can lead to poor customer experience and lower customer satisfaction.

Average Waiting Time

Average Waiting Time measures how long customers have to wait before they are connected to an agent. This KPI is important as it can help managers understand how well they manage their resources and identify areas for improvement.

Call Transfer Rate

Call Transfer Rate measures how often customer calls are transferred to another agent or department. This KPI is important as it helps managers understand how well they manage their resources and identify areas for improvement.

Call Arrival Rate

The call Arrival Rate measures the number of calls coming into the call center. This KPI helps managers understand how much demand there is for their services and plan for future growth.

Repeat Calls

Repeat Calls measure how often customers call back with the same issue. This KPI is important as it helps managers identify opportunities to improve customer experience and reduce customer effort scores.

Percentage of Calls Blocked

Percentage of Calls Blocked measures how often customers cannot connect with the call center. This KPI is important as it can help managers identify issues with their call center solution and improve customer experience.

Active Waiting Calls

Active Waiting Calls measure how many customers are waiting to be connected with an agent. This KPI helps managers understand how well they manage their resources and prioritize customers accordingly.

Average Age of Query

The average age of Query measures the average length of time customers have waited for an answer to their query. This KPI helps managers understand how long customers are waiting and identify areas for improvement.

Longest Hold Time Rate

The longest Hold Time Rate measures how often customers wait for an extended period before they are connected to an agent. This KPI is important as it can help managers identify issues with their call center solution and improve customer experience.

Callback Messaging

Callback Messaging measures how often customers leave messages asking to be called back. This KPI is important as it helps managers understand customer preferences and how best to allocate resources in the call center industry.

Average Time in Queue

Average Time in Queue measures customers’ time waiting in the queue before they are connected to an agent. This KPI helps managers identify areas for improvement and ensure that customers are being serviced promptly.

Conclusion

KPIs for call centers are critical components of successful contact center operations. They help managers identify areas for improvement and ensure that customers are being serviced efficiently. By monitoring KPIs such as call type mix, average waiting time, and customer loyalty, managers can ensure that their contact centers are running smoothly and that customers have the best possible experience. With the right KPIs, call center managers can ensure their operations run at peak performance.

FAQs

What are call center KPIs?

KPIs for call centers are metrics and key performance indicators that measure the performance of a call center. These KPIs include metrics such as call type mix, average waiting time, and customer loyalty that help managers identify areas for improvement and ensure that customers are being serviced efficiently.

What is call center performance?

Center performance measures how well a call center or contact center is performing. This includes KPIs such as incoming calls, call volume, and customer satisfaction that help managers identify areas for improvement and ensure that customers are being serviced promptly.

What are contact center metrics?

Contact center metrics are KPIs and performance measures that help call center managers to understand how their contact centers are performing. These KPIs include metrics such as call volume, longest hold time rate, and customer effort score that help managers identify areas for improvement and ensure that customers have the best possible experience.

What is customer loyalty?

Customer loyalty measures how likely a customer is to return to a call center or contact center in the future. This KPI helps managers understand customer preferences and how best to allocate resources in the call center industry. Customer loyalty is important as it helps call center managers increase customer satisfaction and retention.