Call Center KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Call Center Performance

Call Center

What are Call Center KPIs?

A call center, or customer contact center, is a central point of contact for customers. It goes without saying, then, that companies must diligently monitor the customer interactions that take place in the call center. This includes ensuring that the call center is appropriately staffed, that agents are trained to rapidly resolve customer issues and that customers are satisfied with the level of service being provided. There are many industry-standard KPIs and metrics that can be used to monitor each aspect of call center operations.

Using KPIs and Metrics to Manage Call Center Operations

Most call centers have a wealth of data and KPIs at their fingertips. They key to effective call center management is to track the right KPIs, and ensure that managers are not bogged down by complex or low value reports (analysis paralysis!). Call center KPIs can be broken down into 4 groups – IVR/VRU management, call processing, issue resolution and workforce management. A set of 3-5 KPIs for each of these 4 groups is enough to provide a truly data-driven view of call center operations.

KPI's & Data 

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Call Center Benchmarking Report

This 79-page benchmarking report includes benchmarking data for 26 call center KPIs including Occupancy Rate, Average Talk Time, Call Forecasting Accuracy and more. Each KPI in this report i...

Type : Benchmarking Report Bundle

KPI's & Data 

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Talk Time as a Percentage of Total Handle Time

The amount of time spent talking to customers (not including hold time or after-call work) divided by the total amount of time representatives spent handling customer calls over the same per...

KPI Type : Quality

Formula : (Number of Seconds Representatives Spend Engaged with Caller / Total Amount of Time Spent Handling Customer Calls) * 100

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The Top 5 Call Center KPIs

While the call center’s primary focus is to provide high quality customer service, there are many factors that combine to dictate overall customer satisfaction. Appropriate staffing, agent training, call monitoring, call handling and effective use of agent’s time – among other things – are in some way tied to the customer experience. These KPIs are vital for any call center manager, regardless of industry or business model:

  1. 1.Calls Handled per Agent (or Representative)
  2. 2.Average Handle Time (AHT)
  3. 3.Abandonment Rate
  4. 4.Occupancy Rate
  5. 5.Customer Satisfaction Score

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KPI's & Data 

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Call Center Benchmarking Report

This 79-page benchmarking report includes benchmarking data for 26 call center KPIs including Occupancy Rate, Average Talk Time, Call Forecasting Accuracy and more. Each KPI in this report i...

Type : Benchmarking Report Bundle

KPI's & Data 

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Talk Time as a Percentage of Total Handle Time

The amount of time spent talking to customers (not including hold time or after-call work) divided by the total amount of time representatives spent handling customer calls over the same per...

KPI Type : Quality

Formula : (Number of Seconds Representatives Spend Engaged with Caller / Total Amount of Time Spent Handling Customer Calls) * 100

KPI Benchmark Range : Buy this instant download data-as-a-service product to find out now!

KPI's & Data 

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Hold Time as a Percentage of Total Handle Time

The amount of time that customers wait on hold divided by the total amount of time representatives spent handling customer calls over the same period of time, as a percentage.

KPI Type : Quality

Formula : (Number of Seconds Customers Spend on Hold / Total Amount of Time Spent Handling Customer Calls) * 100

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KPI's & Data 

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After-Call Work as a Percentage of Total Handle Time

The amount of time spent on after call work (wrap time) divided by the total amount of time representatives spent handling customer calls over the same period of time, as a percentage.

KPI Type : Quality

Formula : (Number of Seconds Spent on After-Call Work / Total Amount of Time Spent Handling Customer Calls) * 100

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KPI's & Data 

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Abandonment Rate

The number of callers who hang up before speaking to a Call Center representative (does not include calls resolved within IVR/VRU system) divided by the total number of incoming calls over t...

KPI Type : Service

Formula : (Number of Calls Where Caller Hangs Up Before Speaking to a Representative/ Total Number of Inbound Calls Offered) * 100

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KPI's & Data 

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Average Handle Time (AHT)

The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.

KPI Type : Productivity

Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)

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KPI's & Data 

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Average Handle Time: After-Call Work

The average number of seconds required to perform after-call work after a single call is completed over a certain period of time. After-call work, or wrap time, includes any time required af...

KPI Type : Productivity

Formula : (Number of Seconds Spent on After-Call Work / Total Number of Calls Handled)

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KPI's & Data 

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Average Hold Time

The average number of seconds that a customer is forced to wait on hold during the course of a single call, as well as between transfers, over a certain period of time. This number does not...

KPI Type : Service

Formula : (Number of Seconds Customers Spend on Hold / Total Number of Calls Handled)

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KPI's & Data 

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Average Speed of Answer (ASA)

The average amount of time (in seconds) a caller must wait before a Call Center representative answers the phone. This number includes the time required to initially answer the call (i.e., s...

KPI Type : Service

Formula : (Number of Seconds Customer Waits for Representative to Answer / Total Number of Calls Handled)

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KPI's & Data 

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Average Talk Time

The average amount of talk time (i.e., agent on the phone engaged with caller) required to handle a single incoming customer call. This number does not include after-call work, hold time, or...

KPI Type : Productivity

Formula : (Number of Seconds Representatives Spend Engaged with Caller / Total Number of Calls Handled)

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KPI's & Data 

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Calls Handled per Representative

The total number of calls handled (inbound and outbound) by customer service or call center representatives divided by the total number of representatives working for the company over a cert...

KPI Type : Productivity

Formula : (Total Number of Calls Handled / Total Number of Call Center Representatives)

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KPI's & Data 

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Call Center Shrinkage

The amount of time (in hours) that Call Center representatives spend off the phone and unavailable to accept calls (includes breaks, vacations, meetings, etc.) divided by the amount of time...

KPI Type : Productivity

Formula : (Amount of Time Representatives are Unavailable to Answer Calls / Total Amount of Time Representatives are Scheduled to Work) * 100

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KPI's & Data 

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Cost per Call

The total expense incurred by a call center (labor and other overhead) divided by the total number of calls handled (inbound and outbound) by call center representatives over the same period...

KPI Type : Cost

Formula : (Total Expense Incurred by Call Center / Total Number of Calls Handled)

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KPI's & Data 

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First Call Resolution Rate

The number of inbound calls that are resolved by call center representatives on the first contact without the need for transfer or subsequent contacts as a percentage of the total number of...

KPI Type : Service

Formula : (Number of Calls that are Resolved on First Contact / Total Number of Calls Handled) * 100

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KPI's & Data 

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Call Center Forecast Accuracy (Calls Offered)

The difference between forecasted calls offered and the actual number of calls offered over the same period of time divided by the number of forecasted calls offered, as a percentage.

KPI Type : Quality

Formula : ((Actual Calls Offered - Forecasted Calls Offered) / Forecasted Calls Offered) * 100

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KPI's & Data 

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IVR/VRU Containment Rate

The number of incoming calls that are handled completely by the IVR/VRU system without assistance from a live representative divided by the total number of incoming calls over the same perio...

KPI Type : Quality

Formula : (Number of Calls Resolved within IVR or VRU System / Total Number of Inbound Calls) * 100

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KPI's & Data 

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Occupancy Rate

The amount of time (typically measured in seconds) that a call center representative spends handling calls as a percentage of the total amount of time that the call center representative is...

KPI Type : Productivity

Formula : (Amount of Time Representatives Spend Handling Calls/Total Amount of Time Representatives are Logged in and Available to Answer Calls)*100

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KPI's & Data 

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Schedule Adherence

The amount of time that call center representatives spend handling calls, available to handle calls (i.e., in the call queue) or performing other work-related tasks (e.g., training, coaching...

KPI Type : Quality

Formula : (Amount of Time Representatives are Performing Core Work-Related Tasks / Total Scheduled Work Time) * 100

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KPI's & Data 

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Service Level (Speed of Answer)

The number of calls answered by Call Center representatives within the pre-defined speed of answer window (e.g., 80/20 service level equates to 80% of calls answered within 20 seconds) divid...

KPI Type : Service

Formula : (Number of Calls Answered in Defined Speed of Answer Window / Total Number of Calls Answered by Representatives) *100

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KPI's & Data 

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Support Tickets Opened per Employee

The total number of employee desktop support tickets opened divided by the number of employees responsible for processing and resolving support tickets over the same period of time.

KPI Type : Productivity

Formula : Total Number of IT Support Tickets Opened / Total Number of IT Support Employees

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KPI's & Data 

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Transfer Rate

The number of incoming calls handled by call center representatives that must be transferred to another employee to be resolved as a percentage of the total number of incoming calls handled...

KPI Type : Quality

Formula : (Number of Calls Transferred to Another Employee / Total Number of Calls Handled) * 100

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KPI's & Data 

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Average Manual Customer Authentication Time

The total amount of time required for call center representatives, or agents, to manually authenticate customers’ identities divided by the total number of calls handled which required custo...

KPI Type : Productivity

KPI's & Data 

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Call Center Shrinkage Due to Vacation

The number of minutes that call center representatives spend off the phone and unavailable to accept calls as a result of approved vacation as a percentage of the total amount of time schedu...

KPI Type : Productivity

Formula : ((Sum of Work Time Lost Due To Approved Vacations) / Total Available Work Time) * 100

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KPI's & Data 

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Call Center Shrinkage Due to Coaching

The number of minutes that call center representatives spend off the phone and unavailable to accept calls as a result of being coached by managers as a percentage of the total amount of tim...

KPI Type : Productivity

Formula : ((Sum of Work Time Lost Due To Coaching) / Total Available Work Time) *100

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KPI's & Data 

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Call Center Span of Control

The average number of call center representatives and front-line staff members (i.e., non-management employees) reporting to each individual call center manager. This metric should be segme...

KPI Type : Organizational

Formula : (Total Number of Non-Manager Call Center Employees / Number of Call Center Managers)

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KPI's & Data 

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Call Center Shrinkage Due to Absences

The number of minutes that call center representatives spend off the phone and unavailable to accept calls as a result of absences as a percentage of the amount of time scheduled for work ov...

KPI Type : Productivity

Formula : ((Sum of Work Time Lost Due To Absences) / Total Available Work Time) *100

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KPI's & Data 

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Call Center Shrinkage Due to Breaks

The number of minutes that call center representatives spend off the phone and unavailable to accept calls as a result of breaks as a percentage the total amount of time scheduled for work o...

KPI Type : Productivity

Formula : ((Sum of Work Time Lost Due To Breaks) / Total Available Work Time) *100

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KPI's & Data 

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Call Center Shrinkage Due to Meetings

The number of minutes that call center representatives spend off the phone and unavailable to accept calls as a result of attending meetings as a percentage of the total amount of time sched...

KPI Type : Productivity

Formula : ((Sum of Work Time Lost Due To Meetings) / Total Available Work Time) *100

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KPI's & Data 

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Call Center Shrinkage Due to Offline Activities

The number of minutes that call center representatives spend off the phone and unavailable to accept calls as a result of various offline tasks as a percentage of the total amount of time sc...

KPI Type : Productivity

Formula : ((Sum of Work Time Lost Due To Offline Activities) / Total Available Work Time) *100

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KPI's & Data 

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Call Center Shrinkage Due to Training

The number of minutes that call center representatives spend off the phone and unavailable to accept calls as a result of training as a percentage of the total amount of time scheduled for w...

KPI Type : Productivity

Formula : ((Sum of Work Time Lost Due To Training) / Total Available Work Time) *100

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