Call center key performance indicators (KPIs) are measurable values that reflect how effectively a call center is meeting its objectives for efficiency, quality, and customer experience. Tracking the right KPIs provides real-time visibility into operational health, agent productivity, and CX trends. The most impactful call centers pair these metrics with analytics tools to identify root causes, automate reporting, and drive continuous improvement.
Which KPIs should every call center track?
While needs vary, universal KPIs every call center should track include:
- First Call Resolution (FCR) measures how often issues are resolved on first contact
- Average Handle Time (AHT) tracks total duration from answer to post-call wrap-up
- Average Speed of Answer (ASA) gauges how quickly customers reach a live agent
- Abandoned Call Rate identifies customers who hang up before connecting
- CSAT & NPS direct insights into customer satisfaction and loyalty
- Compliance adherence monitors regulatory and policy conformance
Why is First Call Resolution (FCR) often considered the most important KPI?
High FCR is a critical call center KPI because it indicates efficient processes, well-trained agents, and minimal customer effort, which are all critical drivers of satisfaction and retention. Conversely, low FCR often points to process gaps, inadequate agent authority, or poor resource routing, making it a priority improvement area for most centers.
How should KPIs be used for agent coaching?
Call centers should use KPIs to provide objective benchmarks for evaluating and guiding agent performance. Supervisors can use them to tailor coaching to an individual’s strengths and weaknesses, link improvements to specific behaviors, and track progress over time. When combined with conversation intelligence, KPI data becomes even more actionable by showing why an agent’s scores are trending up or down.
Can KPI tracking improve revenue as well as service quality?
KPI tracking can absolutely improve revenue as well as call center service quality. Higher first call resolution (FCR), lower average handle time (AHT), and improved CSAT can translate directly into increased sales conversion, reduced churn, and greater customer lifetime value. In many organizations, KPI improvement programs deliver measurable revenue gains alongside reduced cost-to-serve.
