call center kpis

Customers call, agents solve their difficulties, and managers supervise. Sometimes everything seems to run its course.




What about the performance output, monitoring, and optimization? You may think that you have the best call center in the world, but can you prove it?


It’s not only about picking up the phone 24*7, it also requires building customer relationships based on value and satisfaction. How does a call center understand whether it’s constantly delivering high-quality service?


It begins with establishing the key performance indicators or simply, the right metrics. In this blog post, we will discuss the call center KPIs and metrics that will help you get powerful insights into the call performance and keep an eye on your customer service efforts.


What Are KPIs?


Key performance indicators (KPIs) are a set of quantifiable standards that a company uses to measure its performance over time. These metrics are used to define a company’s growth in achieving its strategic and operational goals.



Here’s a video by Allan Wille explaining what is a KPI.



Call Center KPIs


While there are various useful call center metrics to choose from, we’ve picked some of the most important KPIs call center supervisors definitely need to keep track. Read on to find out which call center KPIs should be your focus.


#1 Percentage of Calls Blocked


Percentage of calls blocked clearly refers to the number of callers that received a busy tone when they called. The client is calling you because they want a question to be answered or want you to take care of an important matter.


However, customers get angry if they receive a busy tone and are unable to receive the support they need. This is often caused by one of the following:


  • There are no available agents or the call queues are full
  • The call center software cannot adequately manage the call volume

This is an important KPI that should never be overlooked, even one blocked call can be a missed opportunity to connect with a customer or prospect.


#2 First-Call Resolution


First call resolution (FCR) is another KPI that is directly related to customer satisfaction– a call that the agent effectively addresses the caller’s requirements without having to transfer, escalate or callback.



This is the key indicator of customer satisfaction, make it a major priority. Proper training and developing agent knowledge base are the solutions to maintaining a high First Call Resolution.


#3 Average Handle Time (AHT)


Average handle time (AHT) defines the amount of time that customers spend on every phone call with your agent. While the standard for this metric usually differs by industry, most call centers aim to decrease average handle time as much as they can. Low AHT indicates that agents are more qualified and that you require fewer employees to staff your phones.


Sometimes the higher the percentage, the better, as the consumer is receiving a more in-depth experience. But, if it’s too long, your agents may be using too much time to resolve queries and may need some more coaching.


Therefore, it is crucial that you analyze past calls and decide am AHT suitable for your company.


#4 Contact Quality


Contact quality is a very basic call center metric that’s used in almost every industry. This metric is recorded by quality control experts who review random call recordings.


These experts assess the call center’s representative on things like attention and professionalism, information accuracy, and how active they are at capturing customer information.


This qualitative review helps call centers to develop a consistent tone and information that agents use on every phone call. Read more about quality assurance here.


#5 Customer Satisfaction


Customer satisfaction is the perfect method to measure call center agent productivity.


While many other metrics can reveal areas where your representatives are falling short, the customer satisfaction rate is the most straightforward measure to determine if your call center is giving the support your customers need.


Another purpose of measuring customer satisfaction rates is to get a better understanding of which parts are affecting the call center in a negative way as well as which ones are influencing it in a positive way.


call center kpis

Wrap Up


Measuring call center KPIs that are related to customer satisfaction, agent effectiveness and call center performance should be the primary goal of any supervisor trying to optimize their call center’s performance.


By concentrating on the above mentioned KPIs, your call center will be able to keep track of the most significant things that contribute to the successful performance of a call center.


Which call center metrics have you found to be the most helpful?