19 Call Center Metrics And KPIs To Watch In 2024

In today's competitive landscape, providing exceptional customer service is no longer optional—it’s crucial. Your customers expect quick, effective solutions to their problems, and your competitors are working just as hard to meet those same expectations.

The real question is, are your customer service representatives (CSRs) equipped with the right knowledge and skills to solve customer queries efficiently?

Moreover, are you leveraging the latest technology to stay ahead in customer service? If not, it’s time to examine your call center’s performance in detail.

This is where call center metrics and Key Performance Indicators (KPIs) come into play.

By tracking specific metrics, you can assess how well your call center is performing, identify areas of improvement, and take action to boost your service quality.

But with so many metrics available, which ones should you focus on? And how can you use these insights to ensure your customers are receiving the best service?

In this article, we’ll break down essential call center metrics and show how they can help you boost customer satisfaction, increase efficiency, and drive sales.

What Are Call Center Metrics?

Call center metrics, also known as KPIs, are quantitative measurements that track and evaluate the performance of your call center. These metrics answer crucial questions like:

• How smooth is your customer support process?
• How quickly are customer queries being resolved?
• How satisfied are your customers with the service?
• Which areas need improvement?

By analyzing these metrics, managers can pinpoint weaknesses, set performance goals, monitor progress, and make informed decisions that improve overall efficiency.

With the help of advanced software like Enthu.AI, which offers features such as speech analytics, call monitoring, and call transcription, you can track these metrics and get a deeper understanding of your team’s performance.

Enthu.AI enables data collection and provides insights into individual agent performance, helping you coach and train your team effectively.

19 Essential Call Center Metrics You Should Track

1. First Contact Resolution (FCR)

FCR is a critical metric that measures how often your agents resolve a customer’s issue during their first interaction. A high FCR rate means fewer callbacks, quicker problem-solving, and happier customers. Monitoring FCR helps you identify gaps in your process and improve the overall customer experience.

2. Customer Satisfaction (CSAT)

CSAT is a key indicator of how satisfied customers are with your service. After interacting with your team, customers are typically asked to rate their experience on a scale, ranging from "very satisfied" to "very unsatisfied." By regularly monitoring CSAT, you can gauge overall customer happiness and take corrective action where necessary.

3. Customer Effort Score (CES)

CES measures how much effort your customers have to exert to resolve their issues. Lower customer effort means a smoother experience, which leads to increased loyalty. If your Customer effort score is high, it may signal a need to simplify your support process or better train your agents.

4. Average Handle Time (AHT)

AHT tracks the amount of time agents spend on a single customer interaction, including hold times and follow-up tasks. While shorter handle times can indicate efficiency, it's essential to balance speed with quality to ensure the issue is fully resolved.

5. Average Call Duration (ACD)

ACD helps track the total time agents spend on calls, which can vary depending on the complexity of the issue or the nature of the customer inquiry. Monitoring this metric allows you to optimize your team's performance and ensure consistency.

6. Net Promoter Score (NPS)

NPS gauges customer loyalty by asking one simple question: “How likely are you to recommend us to a friend or colleague?” Responses range from "detractors" to "promoters." The higher your net promoter score, the more likely your customers will advocate for your brand.

7. Customer Churn Rate (CCR)

CCR tells you how many customers stop using your services within a given timeframe. A high churn rate suggests dissatisfaction, often due to unresolved issues or poor service. Monitoring this churning metric allows you to take timely action to improve retention.

8. Customer Retention Rate (CRR)

CRR is the flip side of churn rate and measures the percentage of customers who remain loyal over time. A high CRR is a sign that your services meet customer expectations, while a low rate suggests issues that need immediate attention.

9. Average Speed of Answer (ASA)

ASA tracks how long it takes for agents to answer a customer’s call. Keeping this time low is crucial for customer satisfaction. An efficient ASA suggests your team is managing incoming calls effectively.

10. Percentage of Calls Blocked (PCB)

PCB measures how many incoming calls receive a busy signal, signaling that your team is overwhelmed. A high PCB can frustrate customers and lead to missed opportunities. Monitoring and minimizing this metric is key to providing better service.

11. Service Level

Service Level measures the percentage of calls answered within a specific timeframe, often 20 seconds. Meeting or exceeding your service level goals means you're maintaining a fast, efficient call center.

12. Occupancy Rate

Occupancy rate measures the time agents spend actively engaged with customers versus idle time. A healthy balance—around 75-85% occupancy—ensures that agents are neither overworked nor underutilized.

13. Contact Quality

Contact quality evaluates the effectiveness of agent-customer interactions. You can measure this by using call quality monitoring software and analyzing recorded calls. This metric helps ensure that your team meets service standards consistently.

14. Call Transfer Rate

The Call Transfer Rate tracks how often calls are transferred from one agent to another. A high transfer rate can indicate inefficiencies in your routing process, which can frustrate customers. Use predictive routing and better training to minimize transfers.

15. Average Wait Time (AWT)

AWT measures how long customers spend waiting in a queue before speaking with an agent. Reducing wait time is essential to keeping customers happy and engaged.

16. Call Abandonment Rate (CAR)

CAR reflects the percentage of customers who hang up before speaking with an agent. A high abandonment rate is often due to long wait times or complicated IVR systems. Reducing this metric improves overall service quality.

17. Cost Per Call (CPC)

CPC tracks the average cost incurred for handling each customer call, including staffing, technology, and operational expenses. By monitoring CPC, you can optimize your resources and improve financial efficiency.

18. Agent Attrition Rate

This metric measures the turnover rate among your agents. High attrition can negatively impact service quality and increase recruitment costs. Monitoring this rate helps you develop strategies to retain top talent.

19. Average After-Call Work Time (ACWT)

ACWT measures the time agents spend on post-call tasks. Shortening ACWT without compromising quality can lead to better efficiency and quicker customer resolutions.

Conclusion

Measuring these essential call center metrics is vital for assessing performance, improving service, and driving better customer experiences.

With a tool like Enthu.AI, which offers real-time insights through speech analytics, call transcription, and monitoring, you can ensure your team is meeting its goals and delivering exceptional service.

By understanding and optimizing these metrics, you’ll not only improve your operational efficiency but also boost customer satisfaction, retention, and ultimately, revenue.

Effective call center management relies on data-driven decisions, and tracking these KPIs is your first step toward achieving success.