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What Are the Most Important KPIs for Your Contact Center?

by Gianluca Ferranti | August 17, 2017

call center KPIs

Are you measuring the right call center KPIs?

Tracking Key Performance Indicators (KPI) in your call center is more than necessary if you want to make sure your contact center is performing efficiently and you are serving customers in the best possible way.


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To help you get started, here are some of the essential call center KPIs to track:

Overall KPIs

Overall KPIs can give you an overview on how your agents are collectively performing. It’s basically a health gauge which you can measure to see your team’s performance over time and to see the mid to long term effects of certain new policies or activities. Here are some examples:

  • Total requests. Total number of customer requests made within a certain timeframe.
  • Average time to answer. Average time it takes for all your agents to engage with a waiting customer.
  • Average conversation time. Average time it takes for all your agents to complete the conversation.
  • Customers served. Represents the number of customers successfully served.
  • Missed customers. Number of contact requests missed by your agents.
  • Abandoned conversations. Number of conversations started by the customer, but left after a certain time.
  • Cancelled requests. Number of conversations that were opened by your agents but left by the client after a short time.
  • Technical failures. Number of requests that terminated or that couldn’t be served due to technical errors or difficulties.


The indicators mentioned above are basic KPIs that should be tracked. Here below are some advanced call center KPIs which can help you optimize your services:

  • Service level. This is the percentage of calls that are answered within a specified number of seconds. Let’s say for example that you’ve set a target of 5 seconds or less for your service level target, then your agents will attempt to answer calls within 5 seconds, especially if this is displayed on your agents’ screens in real time. Management can then set an acceptable range for your service level to track which will help supervisors propose changes in the way agents work.
  • First call resolution. Overall percentage of calls where all their issues were resolved by the agent without having to transfer or return the call. This helps a lot in customer satisfaction but can only be properly achieved if your agents are empowered to solve all client issues on the spot.
  • Call deflection rate. This is the percentage of calls reduced due to other channels.

Individual Agent KPIs

You shouldn’t only be tracking overall KPIs. As a contact center, your agents are your primary assets, and thus, you need to be tracking KPIs on each of them so that you can identify which of your team members are the strongest or weakest.

  • Requests accepted. Total number of customer requests accepted by the agents.
  • Accepted transfers. Total number of requests accepted that were originally transferred by another agent.
  • Success rate. Total number of contact requests and conversations that were successfully resolved (this shouldn’t include calls that the agent has transferred).
  • Idle Time. Time that an agent has been available to accept requests but was unoccupied due to a lack of requests coming in.
  • Occupancy rate. Amount of time that agents are serving customers.
  • After call work time. The average time that an agent is performing tasks outside of calls. These can be answering emails or updating databases.


While these metrics don’t directly relate to their work and are usually outside the measurement of call centre software, these are KPIs that are nonetheless vital to ensuring your contact center’s success.

  • Absenteeism. This measures the number of days lost every year from an agent’s absences. As you very well know, absences can negatively impact your team’s equilibrium. There could be scheduling issues as well as problems when it comes to your budget.
  • Employee Turnover Rate. This is the percentage of agents who leave your organization to work in another company. The higher your turnover, the more you have to spend for training in terms of time and money. At the same time, newer, less experienced employees may result in lower customer satisfaction levels.


Keeping track of your KPIs are a must if you want to optimize your call center and provide more customer satisfaction. Without it, you have no benchmarks to measure your progress against and any attempts at improvement will be a shot in the dark.

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