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Call Center Analytics - KPIs you should be tracking

Call Center Analytics - KPIs you should be tracking

In today's competitive business landscape, call centers play a vital role in delivering excellent customer service and driving organizational success. To ensure your call center is performing at its best, it's essential to track key performance indicators (KPIs) that provide valuable insights into the efficiency and effectiveness of your operations.

1. Average Handle Time (AHT)

Average Handle Time (AHT) is a critical KPI that measures the average duration of a customer interaction, including hold times and after-call work. A lower AHT generally indicates better call center productivity and shorter wait times for customers. Tracking AHT can help identify inefficiencies in your call center processes and enable you to optimize workflows accordingly.

2. First Call Resolution (FCR)

First Call Resolution (FCR) measures the percentage of customer issues resolved in a single interaction without requiring any follow-up calls or escalations. FCR is a significant indicator of customer satisfaction and operational efficiency. By tracking FCR, you can identify common problems, improve agent training, and implement process enhancements to increase the resolution rate.

3. Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score (CSAT) is a metric that reflects how satisfied customers are with their call center experience. It is typically measured by surveying customers after their interaction. A higher CSAT score indicates happier customers, which is crucial for customer retention and loyalty. Regularly measuring CSAT enables you to identify areas for improvement and make data-driven decisions to enhance customer satisfaction.

4. Service Level

Service Level is a KPI that measures the percentage of calls answered within a specified target timeframe, often expressed as a percentage and time interval (e.g., 80% of calls answered within 20 seconds). Monitoring service level ensures that your call center can handle incoming calls promptly and adequately staffed to meet customer demand. You can adjust resources and optimize staffing levels based on service level fluctuations to provide optimal customer service.

5. Abandonment Rate

The Abandonment Rate measures the percentage of callers who hang up before speaking with an agent. A high abandonment rate can indicate long wait times or inadequate call handling, resulting in frustrated customers. By monitoring abandonment rates, you can identify potential issues, adjust staffing levels, and implement strategies to reduce customer abandonment.


Tracking these key performance indicators will help you gain important insights into the overall performance of your call center. By understanding your AHT, FCR, CSAT, Service Level, and Abandonment Rate, you can make data-driven decisions to improve call center efficiency, enhance the customer experience, and ultimately drive business growth.

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