Contact Center Trends

Top call center KPIs and metrics to track with a call center solution

Celia Cerdeira

By Celia Cerdeira

0 min read

Call Center Kpis To Track For Success

Contact centers must always be working to improve so that they can provide better service to their customers.

To do this, they must be able to find problems or inefficiencies and correct them. KPIs and metrics provide this visibility, allowing them to give excellent call center customer service.

Learn more about the top call center KPIs and metrics to get the most out of both.

Analyzing call center key performance indicators (KPIs) is imperative when assessing the effectiveness and efficiency of the call center. A strong call center solution is critical to measure KPIs in an efficient way. While it is clear to most call center managers and decision-makers that they need to analyze call center KPIs, what is often not so clear is which contact center metrics to measure and track over time. This blog post will help you to understand which metrics to track and how a call center solution can help with that. Keep reading to know more about top call center KPIs and metrics to track for success.

Top call center KPIs and metrics.

1. Percentage of calls blocked.

A call center KPI that greatly impacts customer satisfaction is the percentage of calls blocked. This is the percentage of inbound callers that received the busy tone when they call and is often caused by one of the following:

  • There are no available agents and no call queues configured (or the call queues are full) so callers hear a busy tone when they call or are routed directly to voicemail.
  • The call center software can not adequately handle the call volume.

As even one blocked call can be a missed opportunity to connect with a customer or prospect, this is a call center KPI that should never be ignored.

2. Average time in queue.

No one wants to wait in a queue for a long period of time. Thus, in order to ensure your callers’ wait time is within an acceptable range (as well as customer satisfaction) you must keep track of the average time in queue. This metric is the total time callers wait in call queues divided by the total number of calls answered by agents. It is a great indicator of whether or not your team is providing their callers with the service they deserve.

A Guide For Effectively Measuring And Tracking Contact Center Kpis


Everything you need to know about call center KPIs

3. Average abandonment rate.

Call abandonment, or the percentage of callers who hang up before reaching an agent, is a common occurrence in the call center and has a negative impact on customer retention. It is crucial that customer-centric call centers keep track of this KPI and make sure that it remains below a target threshold.

4. Service level.

Service level is the percentage of calls answered within a specified number of seconds. Modern call center solutions typically display KPIs in real-time to both agents and managers in their call center software metrics dashboard so they can make data-driven decisions that will have an impact on keeping this KPI within an acceptable range.

5. Average speed of answer.

The average speed of answer is the average time it takes for calls to be answered in the call center during a specific time frame. This includes time spent waiting in a queue while the agent’s phone rings; however it does not include the time it takes to navigate through the interactive voice response (IVR) system. It is a call center KPI typically referenced by managers when assessing their team’s efficiency and degree of accessibility to their callers.

6. Average handle time.

Average handle time is the elapsed time from when an agent answers a call until the agent disconnects. It is one of the most commonly analyzed KPIs in the call center industry as it is directly related to caller satisfaction.

7. Average after-call work time.

In most call centers, an agent’s work does not end when they finish a call. In fact, they often spend quite a bit of time updating databases, sending emails and informing teammates about the call. This time an agent spends completing a transaction after the caller has disengaged is called after-call work time. Managers often seek to reduce after-call work so that they can maximize the time their team spends interacting with customers while they are on the clock—and a strong call center solution is the right answer just for that.

8. First call resolution.

First call resolution is another KPI that is directly related to customer satisfaction – and it is easy to see why. It is the percentage of calls that the agent completely addresses the caller’s needs without having to transfer, escalate or return the call. Resolving an issue on first contact is so important, that many claim that first call resolution is the single most important KPI related to a customer’s level of satisfaction with a company. It therefore should be at the top of any list of call center metrics to track over time.

9. Customer satisfaction.

Customer satisfaction is a KPI that can be acquired from many different sources. Call centers typically arrive at a customer satisfaction score by conducting customer surveys as well as obtaining quality assurance measurements. Regardless of the methodology used to arrive at this KPI, it is one that should always be considered when analyzing call center effectiveness and efficiency.

10. Occupancy rate.

Occupancy rate measures the amount of time agents are on live calls as well as completing work associated with the calls. While most call center managers seek to optimize occupancy rates, they must also pay attention to the agent workload when setting targets for this call center KPI.

11. Agent absenteeism.

Agent absenteeism, or the number of days lost per year due to agents being absent as a percentage of the total number of contracted days, can have a major impact on call center scheduling and staffing as well as their bottom line. This KPI is helpful in developing a budget as well as optimizing workforce management practices.

12. Agent turnover rate.

The final call center KPI that should be included in every call center manager’s list of metrics to track over time is agent turnover rate. This is the percentage of agents who leave the call center to work elsewhere. Agent turnover rate significantly impacts customer satisfaction, call center scheduling and team morale, thus it should be included on a list of contact center metrics to track over time.

Simplify KPI tracking with a cloud call center solution.

Measuring call center KPIs that are associated with customer satisfaction, agent effectiveness and call center efficiency should be the main objective of any manager seeking to optimize their call center’s performance. If you’re currently using contact center software but aren’t able to get the visibility you need into top metrics, get a demo of Talkdesk today!

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What are contact center KPIs?

Contact center key performance indicators (KPIs) are are what contact centers use to measure how close they are to meeting specific business goals. These goals can include reducing the average time in queue or increasing the average answer speed, but most of them are focused on improving the customer experience or call center efficiency.

What are call center metrics?

Instead of goals, metrics track call center performance and activities on a more general level. These metrics can measure the efficiency of teams, productivity, or other things that can help improve processes or customer loyalty.

What is a contact center?

A contact center is where an agent answers customer calls and other interactions. This area can be the call center building, a shared workspace, or, for remote workers, a home office. Remote agents often work through cloud contact centers, which makes it possible for them to work wherever they need. These cloud systems also offer other benefits, like the easy establishment of omnichannel strategies and seamless communication with customers across several platforms, such as SMS, online chats, video calls, and email.


Celia Cerdeira

Celia Cerdeira

Célia Cerdeira has more than 20 years experience in the contact center industry. She imagines, designs, and brings to life the right content for awesome customer journeys. When she's not writing, you can find her chilling on the beach enjoying a freshly squeezed juice and reading a novel by some of her favorite authors.