The Definitive List of 29 Call Center Metrics and KPIs
Call centers drive customer experience, but tracking the right KPIs is key to success. We have summarized the 29 most important metrics and KPIs that help measure customer satisfaction and contact center operational efficiency.
Explore 29 must-know call center metrics:
1. First-Contact Resolution (FCR)
2. Net Promoter Score (NPS)
3. Customer Effort Score (CES)
4. Customer Satisfaction (CSAT)
5. First Response Time (FRT)
6. Percentage of Calls Blocked
7. Average Call Abandonment Rate
8. Calls Handled
9. Cost per Call (CPC)
10. Average Call Length
11. Repeat Call Rate
12. Channel Containment Rate
13. Average Speed of Answer (ASA)
14. Average Handle Time (AHT)
15. Average After-Call Work Time
and many more!
Get the full list with explanations and calculation formulas!
At Adventus Solutions, we use Genesys technologies to help businesses Level Up Your Contact Center. Contact us, we will be happy to help!
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