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In the realm of call centers, measuring success and performance is paramount to delivering exceptional customer service. The ability to gauge how well your team is performing, identify areas for improvement, and make data-driven decisions is essential. To help call center managers navigate this terrain, this article delves into critical key performance indicators (KPIs) and metrics that should be monitored to assess the effectiveness of their teams.

1. Average Response Time (ART):

Average Response Time measures how quickly agents respond to incoming calls, emails, or chats. Lower ART indicates efficient service and minimizes customer wait times.

2. First Call Resolution (FCR):

FCR measures the percentage of customer inquiries or issues resolved on the first contact without requiring follow-up calls or escalations. Higher FCR indicates effective problem-solving and reduces customer frustration.

3. Customer Satisfaction (CSAT):

CSAT is a direct measure of customer happiness. After interactions, customers are typically asked to rate their satisfaction on a scale. Monitoring CSAT scores provides insight into the quality of service provided.

4. Net Promoter Score (NPS):

NPS assesses customer loyalty and willingness to recommend your service to others. It is often determined by asking customers how likely they are to recommend your service on a scale from 0 to 10.

5. Average Handling Time (AHT):

AHT calculates the average time an agent spends on a customer interaction, including talk time, hold time, and after-call work. It helps manage efficiency while ensuring quality service.

6. Abandonment Rate:

Abandonment Rate indicates the percentage of customers who hang up or abandon their interaction before speaking with an agent. High abandonment rates may signal long wait times or inefficient routing.

7. Service Level Agreement (SLA) Compliance:

SLA Compliance measures the percentage of customer inquiries or issues resolved within a specified timeframe. It reflects a commitment to meeting customer expectations and contractual obligations.

8. Agent Occupancy Rate:

Agent Occupancy Rate calculates the percentage of time agents spend actively engaged with customers or tasks. It helps in optimizing agent workloads and preventing overstaffing or understaffing.

9. Agent Adherence to Schedule:

This metric assesses how well agents adhere to their assigned schedules. It helps manage workforce planning, ensuring that staffing levels align with call volume.

10. Customer Effort Score (CES):

CES evaluates the ease with which customers can resolve their issues. It measures the perceived effort required on the customer’s part to get assistance.

11. Call Quality and Monitoring Scores:

Regularly monitoring and scoring calls for quality helps in maintaining high service standards. It also serves as a valuable tool for coaching and training agents.

12. Employee Engagement and Satisfaction:

Happy and engaged employees are more likely to provide exceptional service. Regularly surveying and measuring agent satisfaction and engagement can impact overall customer service quality.


Effective call center management requires a keen eye on a variety of performance metrics. These KPIs and metrics provide valuable insights into your team’s performance, customer satisfaction levels, and operational efficiency. By tracking and analyzing these indicators, call center managers can make data-driven decisions, identify areas for improvement, and ultimately provide a higher level of service to their customers. Remember that the right combination of metrics depends on your specific business goals and customer service objectives, so choose and customize the ones that align best with your organization’s mission and values.

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