Contact Center KPIs

Before Call Centers became Contact Centers, Average Handle Time and First Call Resolution (FCR) were two of the most common Key Performance Indicators (KPIs) used to evaluate the behavior and performance of agents.

Today, there are numerous contact communication channels (text, email, chat, etc.) in addition to voice calling, and as result, different metrics are needed to fully analyze Contact Center operations.

A modern Contact Center recognizes that KPIs must be adjusted to adapt with the changing way customers communicate with their favorite brands.

Built into to most Call Recording solutions are analytic and reporting tools designed specifically to measure KPIs. Average Handle Time and First Call Resolution (FCR) are important, but so are:

  • Customer Satisfaction Scores
  • Service Levels
  • Right Party Connects (RPC)
  • Net Promoter Scores
  • Revenue Per Call
  • Calls Per Hour
  • Call Abandonment Rates
  • Speed of Answer
  • Average Wait Time
  • Transfer Rates
  • Customer Call Frequency
  • Agent Schedule Adherence
  • Annual Agent Turnover
  • Non-Value-Add Calls (where customer could have self-served)
  • Conversion Rates

By measuring and tracking these KPIs, your Contact Center can gain greater insight into agent strengths, weaknesses, and areas for improvement.

Tags: Contact Center Customer Service KPIs Performance Management