Call Center KPI List

Call Center KPIs evaluates workforce management, technical support processes, and call processing metrics. These simple yet effective KPIs can help improve customer experience, reduce call handle times, and increase agent productivity.

Call Processing & Issue Resolution

Related: Call Center Administrator, Customer Service Administrator, Client Services Administrator, Customer Service Representative, Call Center Agent, Call Center Representative, Customer/Client Support Representative, Technical Support Representative

  • Average Handle Time (AHT) – The average number of seconds needed to deal with one inbound client call, including any post-call tasks needed.

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  • Average Hold Time – The average number of seconds that a client is kept on hold throughout the duration of a call, as well as between transfers
  • Average Speed of Answer (ASA) – The average amount of time (in seconds) a caller needs to stand by before a Contact Center agent picks the call.
  • Average Handle Time: After-Call Work – The average number of seconds needed to handle post-call tasks after one call is finished over a specific term
  • Average Talk Time – The average number of seconds needed to deal with one inbound client call, not including any post-call tasks needed.
  • Transfer Rate – The percentage of inbound calls that must be turned over to another staff member to be settled compared to the overall number of inbound calls
  • Abandonment Rate – The percentage of callers who abort the call before talking to a Contact Center agent (does not include calls settled within IVR system) compared to the total number of callers during the similar term
  • Calls Offered – The total number of inbound calls to the Call Center over a specific term (whether accepted calls and calls that were never picked up by an agent)
  • Calls Handled – The total number of inbound calls handled by the Contact Center agents during a stated term (hourly/daily/weekly/monthly).
  • Forecast Accuracy: Calls Offered – The percentage of the difference in calls projected compared to the actual calls performed over a stated term
  • Calls Handled per Representative – The average number of incoming and outgoing calls Call Center agents dealt with divided by the total number of Call Center agents employed by the firm over a specific term
  • Average Handle Time: Call Closing – The average number of seconds needed to handle call closing tasks throughout the duration of one call over a specific term. At this point of the call, the representative usually makes sure that the client’s needs are satisfied and find out if there are other matters they can help the client with before ending the call.
  • SLA Adherence: Speed of Answer – Percentage of calls picked up within a predetermined speed-to-answer duration (e.g. 80/20 service level is equal to 80% of calls picked up within 20 seconds)
  • Percentage of Right Party Contacts – The percentage of outgoing calls done to accurate phone numbers (right contact) versus the overall number of outgoing calls done
  • First Contact Resolution Rate – The percentage of incoming calls that are settled on the initial contact without necessary transfers or follow-ups divided by the total number of incoming calls accepted over the similar term
  • Average Handle Time (Inbound and Outbound) – The average amount of time needed to deal with one inbound or outbound client call, including any post-call tasks needed
  • Cost per Call – Call Center expenditure divided by the overall number of calls accepted, whether incoming, outgoing or both over a specified term
  • Cost per Minute of Inbound Handle Time – The call center expenditure divided by the amount of incoming call air time (in minutes) over a stated term
  • Contacts per Call Center Representative – Number of calls, emails, and chat invitations managed divided by the total number of Contact Center staff over a stated term (hourly/monthly/annually).
  • Outbound Calls per Representative – The average number of outgoing calls initiated by an agent over a specified term (daily/weekly/monthly).
  • Email and Chat Contacts per Email and Chat Representative – The number of email and online chat contacts made over a stated term, divided by the number of call center agents devoted to handle these contact category
  • Email and Chat Contacts as a Percentage of Total Contacts – The percentage of email and online chat contacts divided by the overall number of contact over a stated term
  • Number of Holds per Call – The average number of instances that clients were put on hold throughout the duration to one call divided by the overall number of calls accepted over a stated term
  • Total Number of Holds – The total number of instances that clients are put on hold (both internal and external holds) by Call Center agents over a specific term
  • Transfer Volume by Call Reason – The total number of turn overs where the original agent turned over the call, categorized by purpose of call, during a stated date
  • Transfer Destinations – Turnover volume categorized by the department or group (destination) that the call is being turned over to.
  • Calls Handled per IT Help Desk Employee – Average number of calls about matters that require to be settled divided by the number of IT service desk staff over a stated date
  • Average Handle Time (AHT) by Call Reason – The average amount of time needed to deal with a client call, categorized by purpose of call or procedure

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Workforce Management

Related: Call Center Administrator, Customer Service Administrator, Client Services Administrator, Call Center Workforce Analyst, Workforce Management Specialist

  • Call Center Shrink Rate – The percentage of time (in hours) that Contact Center agents spend away from the phone and not available to receive calls (including breaks, holidays, meetings, etc) versus the total appointed time

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  • Shrink Time Due to Breaks – The amount of time (in hours) that Contact Center agents spend away from the phone and not available to receive calls due to breaks divided by the total appointed time
  • Shrink Time Due to Meetings – The percentage of time (in hours) that Call Center agents spend away from the phone and not available to receive calls due to meetings divided by the total planned time
  • Shrink Time Due to Offline Activities – The percentage of time (in hours) that Call Center agents spend away from the phone and not available to receive calls due to varied off-line duties (like internal communications, impromptu requests from managers) divided by the total appointed time
  • Shrink Time Due to Coaching – The percentage of time (in hours) that Call Center agents spend away from the phone and not available to receive calls due to coaching divided by the total appointed time
  • Shrink Time Due to Training – The percentage of time (in hours) that Call Center agents spend away from the phone and not available to receive calls due to training divided by the total planned time
  • Occupancy Rate – The percentage of time that an agent consumes dealing with calls versus the overall amount of time that the agent is logged in and available to accept calls
  • Shrink Time Due to Absences – The percentage of time (in hours) that Call Center agents spend away from the phone and not available to receive calls due to absences versus the overall appointed time
  • Shrink Time Due to Vacation – The percentage of time (in hours) that Contact Center agents spend away from the phone and not available to receive calls due to vacation divided by the total appointed time
  • Schedule Adherence – Amount of time accurately logged into the task appointed to the agent as a percentage of the total time logged in by the agent
  • Contact Center Representative Headcount – The total number of agents working within the call center at a specific date. Can be categorized by call sequence, product or group
  • Span of Control: Call Centers – The average number of Contact Center agents reporting per manager. Can be categorized according to call sequence, product or group
  • Total Expense: Call Center – The overall expenditure of a company’s Contact Center over a stated date
  • Contact Center Manager Headcount – The total number of managers employed at the call center at a specific date. Can be categorized by call sequence, product or group
  • Quality Score – An average score (on an ascending scale of 1-100) appointed to call center agents according to the quality of calls noticed by call center managers
  • Customer Satisfaction Rate – The percentage of clients who reported that they were happy with the level of service given by the Contact Center agents versus the overall number of clients who responded to the client satisfaction survey
  • Call Center Headcount Ratio – The number of firm-wide FTES divided by the overall number of Contact Center agents
  • Absenteeism – The percentage of agents within a Contact Center staff who are absent during their appointed shifts in an established date versus the number of agents required to work
  • Utilization Rate – The percentage of time that an agent is on the phone dealing with client calls (total handle time) versus the total time served
  • Representatives as a Percentage of Call Center Employees – The percentage of Contact Center agents employed at the Contact Center versus the total number of staff members working within the Contact Center
  • New Representative Training Hours – The average number of training hours that a newly hired Contact Center agent accept over a stated date
  • Calls Monitored per Representative – The total number of calls observed by Call Center administrators over a specific date divided by the number of agents
  • Silent Monitoring – Average yearly amount of silent monitoring an administrator performs per agent to give the right degree of coaching and training
  • Calls Handled by Call Reason – The total number of calls dealt with over a specific date, categorized by purpose of call. Purpose of calls differ according to the type of contact center being assessed.

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Workforce Management

  • Adherence to Procedure – Average staff compliance to the call scripts, processes and methods given by the firm, as a percentage of staff
  • Staff Telephone Etiquette – Average score (on a scale of 1-10) that shows the degree to which the agent complies with the firm’s telephone etiquette

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Call Center Training & Coaching

Related: Contact Center Administrator, Team Leader, Customer Service Administrator, Client Services Administrator, Call Center Trainer/Coach, Senior Call Center Representative/Agent

  • Quality Score – An average score (on an ascending scale of 1-100) appointed to call center agents according to the quality of calls noticed by call center managers

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  • Customer Retention Rate – The percentage of current clients who are retained over a specified date versus the overall number of clients at the start of that specified term
  • Customer Satisfaction Rate – The percentage of clients who reported that they were happy with the level of service given by the Contact Center agents versus the overall number of clients who responded to the client satisfaction survey
  • Representative Job Satisfaction – The percentage of Call Center agents who reported tat they were happy in their role versus the number of agents surveyed
  • Representative Training Hours – The average number of training time (in hours) that an agent gets over a specified term (does not involve New Agent training time).
  • Average Annual Pay: Call Center Representative – Total expenditure related to compensation (wages, rewards, commissions) for Contact Center agents divided by the number of Contact Center agents
  • Average Annual Pay: Call Center Manager – Total expenditure related to compensation (wages, rewards, commissions) for Contact Center administrators divided by the number of Contact Center administrators
  • Percentage of Calls Monitored – The number of calls observed by Call Center administrators or training personnel divided by the overall number of calls managed over a specified term
  • Silent Monitoring – Average amount of silent monitoring an administrator performs yearly to give the right degree of coaching and training
  • Staff Telephone Etiquette – Average score (on a scale of 1-10) that shows the degree to which the agent complies with the firm’s telephone etiquette
  • Number of Calls Monitored – The total number of calls observed by Call Center administrators or training personnel over a specific date
  • Call Center Training Expense as a Percentage of Total Call Center Expense – Percentage of expenditure related to Contact Center training and development versus total Contact Center expenditure
  • Number of Quality Scores by Representative – The number of instances a single agents was given a quality score (1-10) according to a call observed by a Call Center administrator or training staff over a specified term
  • Total Expense: Contact Center Training – The total expenditure related to training (monthly/quarterly/annually) accumulated by personnel and administrators of a particular Call Center over a specific term
  • Annual Review Volume – The total average number of one-inpone yearly reviews that the administration performs during which an agent accepts constructive criticism
  • Management Levels: Contact Center Training & Coaching – The total number of administrative levels or tiers in the call center training and coaching office
  • Training Hours versus Budgeted – The total time (in hours) of training compared to the number of hours scheduled by management
  • Annual Representative Training Hours – The average number of training time (in hours) each year that every Call Center agent records, not including training for new agents
  • Call-Recording Use – Yes/no metric showing that the firm utilizes a call-recording tool for quality assurance and training illustrations
  • Span of Control: Training & Coaching Representatives – The average number number of Call Center Training & Coaching agents reporting to each Call Center Training & Coaching administrator
  • Side-by-Side Monitoring – Average annual amount of side-by-side observation that an administrator performs with every agent to give the right level of coaching and training
  • Total Coaching/Training Hours – The total amount of time (in hours) of coaching or training that every agent gets to provide outstanding customer support
  • Frequency of Formal Employee Evaluations – The average number of instances in which Call Center agent performance assessments or appraisals are conducted over a particular term
  • Coaching Hours versus Budgeted – The total hours of coaching achieved compared to the number of hours scheduled by management
  • Unit Cost: Training – The total expense of training a contact Center agent divided by the total number of Call Center agent being trained over a particular term
  • Training Days per Year – The total number of days each year dedicated to training employees

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Call Center Training & Coaching (Qualitative)

  • Adherence to Procedure – Average staff compliance to the call scripts, processes and methods given by the firm, as a percentage of staff

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Call Center Technical Support

Related: Contact Center Systems Engineer/Architect, Contact Center Engineering Administrator, Contact Center Business Operations Architect, Call Center Technical Support Technician, Systems Analyst

  • Percentage of Outage – The percentage of time during which a technical system is disabled in a particular instance of possible operating up time versus the total length of time

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  • Percentage of Tickets Delivered within Service Level Agreement (SLA) – Percentage of tickets to which the Technical Service Staff replied within expectations established by the firm versus the total number of tickets issued
  • Time Spent on Software and Warranty Returns (in Hours) – The average hours per day that Technical Service agents consume when handling software and warranty returns
  • Total Expense: Technical Support – The total expenditure of the Technical Support office of a Call Center over a particular time period
  • Span of Control: Technical Support Representatives – The average number of Cal Center Technical Service agents reporting to each Call Center Technical Service administrator
  • Technical Support Representatives as a Percentage of Total Call Center Representatives – The percentage of technical service contact center Agents versus the total number of call center agents
  • Total Tickets Closed – The total number of technical service tickets accomplished in a particular time period (day/week/month)
  • Daily Total Active Requests by Type – The average number of active technical service requests per day according to category
  • System Response Time – The typical system response time for Technical Service personnel, in minutes
  • Reopened Tickets – The total number of tickets that were reopened because the first request was not properly resolved
  • Average Resolution Time – The average time needed to settle technical service inquiries
  • Total Headcount: Call Center Technical Support Representatives – The total number of technical service agents within a contact center employed by the company
  • Average Tickets Closed per Employee – Total number of tickets solved divided by the number of staff members working on the group
  • Daily Maximum Resolution Time – The maximum time needed to solve technical service inquiries
  • Software and Warranty Returns Processed per Day – Average total number of software and warranty returns handled daily
  • Technical Support Representative Headcount Ratio – The number of firm-wide full-time equivalent employees (FTEs) divided by the total number of Technical Service Call Center agents
  • Management Levels: Contact Center Technical Support – The total number of managerial positions or tiers in the Call Center Technical Service office
  • Total Returns Processed Ratio – Total number of returns handled divided by the total number of sales
  • Maximum Peak Downtime – The maximum time for which a software or system is damaged or not working such that it keeps the agents from accomplishing tasks or produces more tasks for the agents

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IVR/VRU Development & Maintenance

Related: Contact Center Systems Engineer/Architect, Contact Center Engineering Administrator, Contact Center Business Operations Architect, IVR Developer, IVR Analyst, Business Analyst, Systems Engineer

  • IVR/VRU Containment Rate – The percentage of inbound calls that are managed completely by the IVR/VRY system without aid from a live agent versus the total number of inbound calls

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  • IVR/VRU Exit Points – The number of exits through each IVR switch press path over a particular time period
  • Total Revenue: IVR/VRU System – Total profit earned by the IVR/VRU system over a particular time period
  • IVR/VRU Authentication Rate – The percentage of clients who are accurately recognize using the data given through the IVR/VRY system versus the total number of calls managed
  • Total Incoming Calls (IVR/VRU System) – The total number of inbound calls accepted by the Call Center’s IVR/VRU system in a determined time period
  • Total Expense: IVR/VRU System – The total expenditure of the IVR/VRU system over a particular time period
  • IVR/VRU Utilization Rate – The percentage of calls the IVR/VRU system transfers to Call Center agents versus the total number of calls provided
  • Average Time Spent in IVR – The average amount of time (often in seconds) a client consumes in IVR before ending the call or being transferred.

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The call center department’s KPIs or Key Performance Indicators propose to measure the organization’s ability to manage customer relations and the resolution of issues arising from client interactions.

Within this department, the critical performance areas that must be measured include workforce management, employee training to ensure customer satisfaction, staff compliance, technical support processes, the management of IVR/VRU system (software), and the call center agent’s ability to process customer calls expediently and successfully.

Real-time KPI tracking allows the Call Centre Administrator to identify negative trends and to take aggressive and decisive measures to rectify these tendencies before they evolve into crises.

Guided rollout is included with all our plans, send us job descriptions and we will set up your evaluations. Expert HR advice is available to all customers free.

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