Mission & Values
Key Performance Indicators
Turning call center data into actionable insights that improve efficiency, customer satisfaction, and business performance.
What Are Call Center KPIs?
Key Performance Indicators (KPIs) are measurable values used to evaluate how effectively a call center, team, or individual is achieving business objectives.
They provide a 360-degree view of customer interactions by combining telephony data, operational metrics, and performance analytics.
Why KPIs Matter
KPIs help organizations improve agent performance, reduce costs, optimize customer experience, and make confident, data-driven decisions.
They also enable benchmarking against industry standards and tracking progress toward strategic goals.
KPI Coverage Areas
Agent-Level Metrics
Individual productivity, quality, adherence, and efficiency.
Team & Department Metrics
Workload balance, collaboration, service consistency, and outcomes.
Contact Center Metrics
Overall performance, scalability, service levels, and customer satisfaction.
Business Impact Metrics
Revenue growth, cost reduction, retention, and ROI.
Common KPI Terminology
- AHT – Average Handle Time
- ASA – Average Speed of Answer
- Abandonment Rate
- Shrinkage
- Schedule Adherence
- Cost per Contact
- FCR – First Call Resolution
- NPS – Net Promoter Score
- Transfer Rate
- Repeat Contact Rate
- CSAT – Customer Satisfaction
- Conversion Rate
- Cost per Resolution
- Email First Response Time
- Revenue per Contact
- Workforce Optimization
- QA Score
- Chat Response Time
- Deflection Rate
- ACW – After Call Work
- Service Level
- Occupancy
- Escalation Rate
- Self-Service Containment Rate
Powering Operational Excellence with Data-Driven CX
Let’s build a KPI program that improves customer experience, reduces cost, and increases performance.