GITNUX MARKETDATA REPORT 2023
Must-Know Call Center Performance Metrics
Highlights: The Most Important Call Center Performance Metrics
- 1. First Call Resolution (FCR)
- 2. Average Handling Time (AHT)
- 3. Service Level
- 4. Abandoned Call Rate
- 5. Occupancy Rate
- 6. Call Quality
- 7. Average Speed of Answer (ASA)
- 8. Call Transfer Rate
- 9. Agent Attrition Rate
- 10. Schedule Adherence
- 11. Customer Satisfaction Score (CSAT)
- 12. Net Promoter Score (NPS)
- 13. Agent Utilization
- 14. Callback Rate
Table of Contents
Call Center Performance Metrics: Our Guide
Navigating the complex world of call center performance can be challenging without a clear understanding of the key metrics involved. This blog post aims to demystify these fundamental parameters and provide comprehensive guidance on how to track and improve your call center’s performance. Dive in to discover the must-know call center metrics that can transform your business operations and customer service experience.
First Call Resolution
This measures the percentage of calls resolved during the first interaction with the caller. A high FCR indicates better efficiency and customer satisfaction.
Average Handling Time
This is the average time spent by an agent in handling a call, including talk time, hold time, and after-call work. Lower AHT indicates quicker issue resolution.
Measures call response time and satisfaction.
Abandoned Call Rate
This is the percentage of incoming calls abandoned by the caller before agent answer. Lower abandonment rates mean better call management and customer satisfaction.
This measures the time agents spend on phone calls and after- call work compared to idle time. Higher occupancy rates indicate better efficiency in workforce utilization.
This evaluates agent-caller interaction quality, including service skills, issue resolution, and policy adherence. High scores boost customer satisfaction.
Average Speed Of Answer
This is the average time it takes for an agent to answer a call once it enters the queue. Lower ASA indicates better responsiveness and minimal customer wait times.
Call Transfer Rate
This measures the percentage of calls that require being transferred to another agent or department. Lower call transfer rates indicate proper agent routing and training.
Agent Attrition Rate
This is the percentage of agents who leave the call center over a specific period. Lower attrition rates show better employee morale and lower staffing costs.
This measures agent schedule adherence, including breaks and after-call work. Higher adherence signifies improved workforce management.
Customer Satisfaction Score
This is a quantitative measure of customers’ satisfaction with the call center’s support, gathered through surveys. High CSAT scores indicate better customer experiences and loyalty.
Net Promoter Score
This metric gauges customer likelihood to recommend the company based on their call center experience. Higher NPS means stronger customer relations and loyalty.
This is the percentage of an agent’s total working time spent on handling calls and after-call work. Higher agent utilization rates show the effective use of staff resources.
This is the customer callback rate within a specific time frame after an initial interaction. Lower rates signify better issue resolution and increased satisfaction.
Frequently Asked Questions
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How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.