20 Essential KPIs for your Call Center

The 20 Essential KPIs for your Call Center

In the world of customer service, call centers play an important role in building lasting relationships with customers. When it comes to optimizing call center performance, there are plenty of KPIs you can use to make better decisions and improve.

In this article, we’ve chosen 20 essential KPIs for call centers. We’ve classified them into 5 main categories so you can measure all the key areas of your call center:

Customer satisfaction KPIs
Operational performance KPIs
Agent management and productivity
Financial indicators
Employee well-being and satisfaction

So which KPIs do you need to prioritise for your call center? How should you measure and interpret them? You’ll find the answers in this article.

Customer Satisfaction KPIs

For a call center to be effective, measuring customer satisfaction is paramount. Evaluating these KPIs will allow you to:

Ensure a competitive advantage
Measure the level of customer satisfaction
Find areas that can be improved in the customer interaction process
Adjust strategies as a result

Operational performance KPIs

Beyond accessibility, call center performance also needs to be measured against productivity. The KPIs in this area can help to:

Reduce call abandonment rates
Control the time spent on calls by advisors
Evaluate value creation without forgetting to forecast demand and adjust resource allocation according to flow.
Here are the main call center operational performance KPIs:

Agent management and productivity

To manage inquiries effectively, call centers need to rely on their most precious resource, their advisors. To better evaluate and boost agent productivity, you need to use KPIs that allow you to:

Monitor agent workload in real-time
Evaluate their performance levels and competency
Boost their motivation and increase their level of training
Reduce absenteeism and improve working conditions
Promote collaboration and communication between team-mates

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Management and Financial KPIs

Financial and management KPIs are essential for understanding the economic performance of call centers. Focusing on these call center KPIs will allow you to:

Estimate the average cost of handling a customer inquiry

Analyze call traffic
Quantify revenue per call
Optimize sales opportunities
Improve lead conversion rate

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