Choosing optimal key performance indicators (KPIs) is critical in assessing call center performance, maintaining a consistent level of service quality and comprehensively understanding your customer’s experience.


Monitoring optimal call center KPIs in real-time will allow for early diagnosis of issues so that reparative action can be taken. Selecting KPIs that are carelessly defined, not in line with corporate strategy or are not consistently monitored will lead to disorganization, poor customer service quality and a decrease in the image and value of your company.


It is therefore imperative that ample time and consideration is dedicated to choosing contact center metrics that will allow for accurate assessment of call center performance. Doing so is essential to understanding and enhancing the customer’s experience and will have an enormous impact on your bottom line. Below are 10 steps to show you how.

1. Identify KPIs that reflect your business objectives and corporate strategy

Chose KPIs that are in line with your business objectives and corporate strategy. They should be directly tied to your company’s mission, values and goals. The indicators that have the largest impact on the desired goal must be considered first.

2. Accurately define KPIs

Identify and define exactly what will be measured. In order for the KPIs to be measured consistently, they must have a specific definition. Accurately defining the KPI will contribute to the validity of the measure.

3. Establish how the KPI will be calculated

Decide what data points will contribute to the calculation and where the data comes from. This specificity will ensure that the KPI is assessed in a consistent manner. It is imperative to use excellent call center software that will analyze these metrics accurately with real-time and historical reporting. Measuring metrics consistently is essential to ensuring that they are useful.

4. Define each KPI’s purpose

Each KPI should be meaningful and serve a purpose. They can be used to engage employees, inform managers or trigger an action plan. Make sure that the purpose is clear to each employee who uses the KPI.

5. Ensure that the KPIs are measuring different domains

Dividing KPIs into separate domains will ensure that you are gaining a more comprehensive view of the performance of your company. One strategy is to divide into operations, income, cost, and service-quality related indicators. Another is to divide into leadership/planning, process, people, and performance related indicators. Divide the KPIs into domains that are the most meaningful for your company.

6. Set performance targets for each KPI

KPIs should have a specific, quantitative target, a set of ranges or both. Ranges are expressed as a percentage of a target value or as specific start and end values. Use KPIs to monitor progress and if a KPI falls out of range or misses a target, a trigger should be in place to alert that a specific action must take place.

7. Define execution steps for each target

Define concrete steps that are required to meet each target. Ensure that the steps are feasible and can be continually measured and monitored. A considerable amount of resources should be allocated to training agents to achieve these steps.

8. Develop an action plan if the KPI doesn’t meet the target

Define specific actions to be taken if the KPI falls outside of the target or range. Corrective actions must be concretely defined and consistently applied, especially if a problem is identified.

9. Continually review KPIs

KPIs constantly fluctuate, so accurately assessing them in real-time as well as in comprehensive historical reporting is critical to maintaining an efficient and effective call center. Interpret the data in a meaningful way and consider causes for any trends, outliers or inefficiencies. KPIs should also be available to agents in real-time so they are aware of the metrics and can respond accordingly.

10. Refine KPIs when necessary

Adjust the KPIs that are being measured, the definition of the KPI or the data points included in calculating the KPI in order to keep efforts aligned with desired performance results.


Selecting appropriate call center KPIs and incorporating them into the right strategy will ensure that your call center is performing optimally. This process will increase agent effectiveness, customer satisfaction and system efficiency and, as a result, create positive brand awareness.


Call centers are at the heart of the customer experience and call center KPIs will allow your team to keep their finger on the pulse of the customer. By tracking the right KPIs and pro-actively acting on them, your team will consistently achieve their goals and both your customers and company will benefit from their strategic and tactical initiatives.