31 call center metrics and KPIs to enhance the customer experience

As customers increasingly turn to digital support channels—like social media, live chat, and email—you might expect the number of phone calls to decrease. But according to the Zendesk Customer Experience (CX) Trends Report, phone volume increased by 24 percent over the past year.

Efficient inbound call centers are the backbone of excellent phone support. To ensure teams are maximizing productivity and efficiency, managers use call center metrics. Not sure what call center metrics are and how can you use them to enhance the overall customer experience? Read on.

We’ve broken down the 31 most important call center metrics to track so you can evaluate agent performance, find ways to improve your numbers, and make your customer service better.

What are call center metrics?

Call center metrics are key performance indicators (KPIs) that measure the success and efficiency of a call center. Managers can use call center metrics to track agent productivity and the quality of support customers receive. From there, teams can identify concrete ways to meet call center goals and showcase wins to higher-ups.

Customer experience metrics

A support agent may feel like they had a good phone call with a customer, but you can’t fully gauge the experience from their opinion alone. Sending customer surveys regularly can help you better understand and assess the quality of your customer support.

1. CSAT scores

Customer satisfaction (CSAT) scores indicate how satisfied customers are with the support they received.

Calculate the CSAT using customer satisfaction surveys. You can frame questions in different ways, such as:

• Were you satisfied with ___? (Yes/No)
• On a scale of 1–10, how satisfied are you with ___?
• How would you rate your satisfaction with ___? (Unsatisfied, Somewhat Satisfied, Very Satisfied)

To find your CSAT score, divide all positive responses (e.g., “somewhat satisfied” and “very satisfied”) by the total responses received. Then, multiply that result by 100.

Managers who view CSAT ratings in tandem with QA scores can identify areas of improvement in their call center operations. Sarah Reed, former call center leader and now senior director of events at Zendesk, says combining both call center metrics can help you “clearly correlate your agent expectations to the needs of the customer.”

How to improve your CSAT score

Numerical ratings have their limits. An 8 out of 10 is a good rating, but what holds the customer back from answering with a 9 or 10? Consider leaving an optional text box in the CSAT survey so customers can explain their answers.

If you’re not receiving the anticipated number of CSAT survey responses, try reminding the recipients that the surveys are anonymous. This can make customers feel more comfortable taking the survey. You could also incentivize them with a 10-percent discount on their next purchase if they respond within a certain time frame.

2. QA scores

Quality assurance (QA) scores measure the quality of an agent’s interactions against a QA scorecard. This metric is valuable because it can help you understand the root cause of poor customer experiences or reasons behind customer churn.

To determine QA scores, the call center manager listens to an agent’s conversation with a customer and fills out a scorecard to grade different aspects of the interaction. The final score is a percentage of the total points an agent earns.

After collecting QA scores, managers review the customer interactions to see if agents met internal support standards. For example, did the agents use proper grammar? Did they speak to customers in the right tone of voice? How fast did they solve customer issues?

“QA is like a meta-metric,” says Isaac Lee, demand generation manager at MaestroQA. “The health of each metric you choose to track shows up in your QA scorecard. When one of them falters, you immediately know where and how to fix it because a QA analyst has identified that area of opportunity and flagged it.”

How to improve your QA scores

To raise QA scores, consider giving your agents improvement goals. For instance, if an agent has an average score of 6 for their customer service, see if they can increase their score to an 8 after 30 days. When they reach their goal, acknowledge their achievement by giving them a gift or reward. Make one-on-one coaching a priority for agents who are struggling.

3. Net Promoter Score® (NPS)

The Net Promoter Score® (NPS) measures customer loyalty. This metric is about long-term satisfaction and is calculated via a survey, which you should send quarterly or bi-quarterly.

An NPS survey asks a single question: “How likely are you to recommend this company to a friend or colleague?” and provides a rating scale of 0–10. It’s also important to leave a comment box where customers can elaborate on the score they chose.

Customer responses are categorized into three groups:

• Promoters are customers who respond with a 9 or 10 rating. They are considered loyal customers who are likely to buy again and provide referrals.
• Passives are customers who leave a rating of 7 or 8. The customers are satisfied with your brand but could be swayed by competitors.
• Detractors are customers who answer 6 or below. These are unhappy customers at risk of spreading negative reviews of your product or service.

Use this formula to calculate your NPS®:

How to improve your NPS®

Focus on customers’ explanation of why they gave you a certain rating. This helps reveal why promoters are loyal to your company, what’s preventing passives from becoming promoters, and why your detractors are having a bad customer experience. This information also shows you what to fix—or continue doing—to boost your customer experience across the board.

Net Promoter and NPS are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

4. Customer Effort Score (CES)

As Reed puts it, “Customer Effort Score indicates how hard it is for a customer to get their needs achieved—be it because of process, product, or tools.” For call centers, CES reveals how much effort customers put in to reach a support agent to get their issues resolved.

Research suggests that customer effort has a direct impact on customer loyalty. Gartner’s Customer Value Advantage report found that only 37 percent of consumers remain loyal to a brand after a “high-effort resolution,” whereas 61 percent stay loyal after a “low-effort resolution.”

Only 37% of consumers remain loyal to a brand after a “high-effort resolution,” whereas 61% stay loyal after a “low-effort resolution.”

To determine CES, begin by conducting a survey to ask customers about the ease of their interaction. The response choices should range from “very easy” to “very difficult.” It’s also a good idea to include space for optional comments. The optimal time to send a CES survey is after a purchase, subscription sign-up, or customer service interaction.

Once you have the survey results, add up the ratings and divide the sum by the total number of responses.

A high CES may point to a problem with your team’s communication processes or tools. Customers might have to jump through hoops and listen to endless voice prompts before reaching an agent.

How to improve your Customer Effort Score

To lower your CES, make it easier for customers to connect with agents by offering contact options beyond the phone, such as live chat, email, and messaging. Providing self-service resources—including an FAQ page, knowledge base, and chatbots—empowers customers to solve basic issues on their own and also reduces the effort they must expend.

Additionally, you and your support team can work together to answer questions like:

• What processes or obstacles get in the way of reaching resolutions quickly?

• What resources, workflows, or skills help enable faster resolutions?

• Do agents have the tools and training they need to effectively find solutions?

5. First contact resolution (FCR)

First contact resolution (FCR) is the number or percentage of tickets an agent resolves on their first attempt. This could mean they solve a problem with one phone call, a single email response, or a live chat conversation. Tracking FCR allows you to understand how well your customer support team is meeting customer expectations.

Though self-service channels—like chatbots and knowledge bases—help customers solve problems or find answers independently, sometimes they need to speak with an agent for more complex issues. In these cases, customers want their inquiries handled quickly and efficiently.

How to improve your FCR

You can make your team’s FCR better in a few different ways:

• Train your team on how to resolve customer issues more effectively.

• Practice scenarios with role-playing exercises.

• Encourage customers to use self-service options.

Agent performance metrics

To evaluate a call center agent, you don’t just want to answer the question, “Are they doing a good or bad job?” Agents face various issues and deal with different types of customers, so it’s better to adopt a more holistic approach. Evaluate how much effort agents put in and how they resolve customer issues by monitoring certain agent performance metrics.

6. Active waiting calls

This metric offers insight into how well teams handle call volume by measuring the number of calls being actively handled by agents vs. calls on hold. Customers want fast, efficient service—our CX Trends Report found that 60 percent of customers have higher standards now than in previous years. Keeping customers on hold creates a poor customer experience that they could always associate with your brand.

How to improve your active waiting calls score

Common solutions to improving your active waiting calls score include:

• Efficiency training

• Smarter workflows

• Call monitoring

• Hiring more agents

7. Agent effort score

Agent effort score (AES) is a call center KPI that reveals how easy it is for agents to provide support for their customers.

According to Reed, AES pinpoints where agents meet challenges that hinder them from delivering top-notch support experiences. It’s the only call center metric that gives insight into agent performance from the agent’s perspective.

To calculate AES, send a survey to agents that asks them to rank how easy it is for them to support customers. Then, add up those scores and divide the sum by the number of respondents.

How to improve your agent effort score

Speak with agents to understand which tasks or processes are the most time-intensive for them. Then, take action based on their responses and the trends you’re seeing.

For example, agents might not be able to track customer information because they don’t have access to those details. In such a case, investing in customer service software can set your team up for success. With a centralized workspace and customer data at their fingertips, agents will have the context they need to provide high-quality support and personalized experiences.

8. Average speed of answer

Average speed of answer (ASA) identifies how long it takes a rep to answer inbound calls, beginning from the point callers enter the queue.

To calculate ASA, divide the total amount of time customers spend waiting on hold by the total number of calls answered.

According to research by Call Centre Helper, the call center industry standard is to answer 80 percent of calls in 20 seconds or less. A high ASA might indicate that agents lack the training or knowledge needed to answer calls promptly. It can also suggest that your call center is understaffed. If average talk time is low but ASA is high, the call center may not have a sufficient number of agents needed to answer the volume of calls coming in.

How to improve your average speed of answer

If agents are struggling to meet this call center KPI, consider the following solutions:

• Hire more agents. Though expensive, expanding your team will allow you to handle more customer inquiries in a shorter amount of time.

• If hiring more agents isn’t possible, enhance the agent onboarding process or provide ongoing call center training programs.
• Perform an audit of your IVR (interactive voice response) system. You might learn that you need to increase its call threshold.

Customers who experience long wait times often become frustrated and impatient, so it’s crucial to monitor ASA consistently.

9. Average talk time

Talk time refers to the time elapsed between an agent answering the phone and hanging up. Although sometimes confused with average handle time, talk time is different in that it doesn’t account for hold time or time spent following up after a call ends.

To calculate average talk time, divide the total amount of time spent talking to a customer on the phone (in minutes and seconds) by the total number of calls handled.

Average talk time helps managers gauge their team’s ability to handle different types of customer service scenarios.

For example, say a manager is analyzing the performance of an individual support agent whose average talk time is five minutes or less. But this month, the agent had a few calls that were more than 10 minutes. By reviewing the recordings of those lengthier calls, the manager can learn which issues the agent might be struggling with. Or, they may discover a bigger problem, such as an underlying issue with the product or service.

Keep in mind that a high talk time isn’t always a bad thing. Take retail and lifestyle brand Magnolia, for instance. Approximately half of the calls are from fans who contact the company simply to talk or share stories. Drawn in by Magnolia’s relatable founders and TV stars, Chip and Joanna Gaines, these callers feel a strong connection to the brand and want to chat for extended periods of time.

The lesson: Call center KPIs should always account for the unique qualities of the business.

How to improve your average talk time

Knowledge base resources and targeted training can help agents handle customer support calls in a reasonable time frame. Agents can study call scripts, too, and develop their ability to think under pressure by role-playing with their manager or another support rep.

10. Wrap-up time

When an agent ends a call with a customer, it doesn’t mean their job is done. They still have to carry out some tasks to ensure that the customer is fully satisfied or that the problem is completely resolved. These activities may include:

• Documenting the outcomes of the conversation

• Assigning tasks to other departments

• Escalating complaints

• Sending resources to customers

• Sending follow-up emails

Wrap-up time is the amount of time it takes an agent to finish these activities after a call. To calculate this metric, subtract the total hold time and total talk time from the total amount of handle time. Then, divide that result by the total number of customer calls.

A high wrap-up time suggests that agents are unavailable to take incoming calls, which negatively impacts performance metrics.

How to improve your wrap-up time

Reduce wrap-up time by automating post-call activities (such as logging customer information) with a CRM system. You can also create FAQ pages and other resources that agents can quickly send to customers after a call.

11. Missed and declined calls

When an agent misses or declines a phone call, the customer is sent back to the queue. A large number of missed and declined calls naturally leads to low customer satisfaction scores.

Many call center software tools, including Zendesk, will automatically track missed and declined calls for the overall team and for individual support agents.

How to improve your missed and declined calls

The two primary reasons for a high number of missed and declined calls are understaffing and inefficient call center software.

If spikes in missed and declined calls occur during specific shifts or hours of the day, there might not be enough agents available during high-volume call times. Hire more agents and/or create an online community forum where customers can get information and support from other users.

If staffing isn’t the root cause, it’s possible that your system isn’t equipped to handle the volume, leading to a high number of declined calls. Consider upgrading to the next membership tier or switching to another provider.

12. Total resolution time

Total resolution time measures the average length of time it takes for support agents to resolve a customer issue. According to Reed, this metric shows whether agents are “efficiently responding to customers with correct answers.”

To calculate the total resolution time, divide the total time of all resolved interactions by the total number of tickets solved.

When faced with a high total resolution time, investigate what may be slowing agents down. Are they having a series of back-and-forth conversations? If that’s the case, agents might not have enough customer details, or there might be problems with your product or service.

How to improve your total resolution time

If your agents are scrambling to find the customer information they need to solve problems quickly, consider investing in contact center as a service (CCaaS) software. This tool will pull customer interactions from various channels and present them in a unified view for agents, saving them time and effort.

High resolution times might also result from defective products or services. A customer may be calling because they can’t figure out how to use your product, but the reality is that the product was faulty when they received it. Design a series of questions that can help the agent make this determination.

13. Transfer rate

Transfer rate is the percentage of inbound calls that agents end up transferring to another team member or department.

To calculate this call center statistic, divide the total number of calls transferred to another department or agent by the total number of calls handled. Then, multiply the result by 100.

How to improve your transfer rate

A high transfer rate could indicate that callers are reaching the wrong first-touch agent. In this case, the call center’s internal routing system may be the problem. At the end of a call, encourage agents to ask the customer whether they found the IVR system confusing or challenging to navigate. If so, reducing the transfer rate could be as simple as reworking the IVR menu options to make the system more user-friendly.

But if the IVR is working properly and the transfer rate is still high, measure the average transfer rate across the entire call center. Look for any outliers—like agents who routinely surpass the average percentage—to identify employees in need of additional training or resources. You might learn that your agents simply aren’t fully aware of each department’s function.

14. Agent utilization rate

Agent utilization rate is the average time a rep spends on customer calls during their designated work hours. The purpose of this metric is to assess productivity and determine whether an agent is using their time well

To calculate this metric for a call center agent, multiply the average number of handled calls by the average handle time, then divide that by the total work hours in a given period. Multiply that number by 100 to get the percentage.

Say an agent works an average of six hours during their eight-hour work day. Their agent utilization rate is 75 percent.

One caveat to this metric: To achieve a more accurate calculation, you can factor in variables like breaks, lunches, training, and time off.

How to improve your agent utilization rate

You can improve this metric through refresher training to help customer support agents better understand customer issues and how to solve them.

You should also consider investing in tools like a CRM, which can consolidate customer communication and interactions from all channels into one unified view. Access to the full customer journey can provide agents with the context they need to diagnose and resolve issues faster and more easily—so they can tackle the next one.

15. Adherence to schedule

Adherence to schedule is the percentage of time that employees are on the clock vs. their scheduled hours. This metric is especially important for call centers with limited staff, where offline employees make a larger impact on the workflow.

Say your support team consists of only 20 agents, and three of them come in 15 minutes late. For those 15 minutes, 15 percent of your team is offline. This could cause hold times to increase and frustrate customers. With 61 percent of consumers saying they would switch to a competitor after just one bad experience, you can’t afford to provide a negative customer experience that’s easily avoidable.

How to improve your adherence to schedule rate

Though most places expect employees to be on time and work their scheduled shifts, rewarding employees can make them want to do more than what’s required. Offering incentives or rewards programs for punctuality can motivate your workforce to report early and be ready to hit the ground running when their shift begins.

16. Calls answered per hour

This simple metric shows you how many calls each agent answers per hour. This number can waver, however, depending on shift changes, seasonal call volumes, training, and more.

How to improve your calls answered per hour rate

Avoid overemphasizing this metric with your team. If your company pushes this metric, your agents will focus on the number of calls they take rather than on the quality of service they’re providing to the customer. Instead, invest in tools like an effective CRM that helps agents find information faster and work more efficiently.

17. Average handle time (AHT)

Average handle time (AHT) is the average amount of time an agent spends on a single call. Tracking this metric allows you to determine average handle times for different types of calls and set standards for your team.

Reconciling this metric can be tricky—your agents should be finding a balance between speed and great customer service. Agents who regularly exceed the AHT benchmarks may not be addressing all the customer’s needs, whereas agents who have longer AHTs may not have the skills or tools to handle customer issues in a timely manner.

How to improve your average handle time rate

You can improve AHT by:

• Offering in-depth training courses

• Providing effective call center scripts to follow

• Routing calls to the right agents

• Directing customers to self-service options

18. Call availability

Call availability is a KPI that reveals the total time your agents are available to receive calls and how long they take to resolve issues. This metric provides management with key data that shows whether agents are adhering to their schedules.

If an agent’s call availability is low, the manager can look at their call records and see how they managed their time. The metric also helps managers identify the call center’s peak hours so they can adjust agent schedules to meet business needs.

19. Types of calls handled

Analyzing the types of calls that agents handle can help management understand trends and where they need to better allocate resources.

Typical call types to track include:

• Orders placed

• Order tracking

• Questions and inquiries

• Customer support

• Claims or refunds

• Complaints

• Inbound call redirects

• Change requests

Call inception metrics

A customer’s perception of a brand begins before the agent even answers the phone. Track call inception metrics to ensure you’re making a good impression on consumers during that critical period between them contacting and speaking to customer support.

20. Average first response time

Average first response time (or average first reply time) measures how long it takes a support agent to respond to a customer once a call triggers a ticket.

Calculate this metric by dividing the total of all first response times by the total number of calls. Make sure to exclude calls that come in after business hours, though.

According to Reed, the average first response time shows whether “you are getting to customers quickly—and not [sending] a canned generic response.” Providing speedy, helpful responses shows customers that you care about them and prioritize their needs.

How to improve your average first response time

A high average first response time could suggest that there are too many calls for agents to handle. Consider increasing the number of agents available during peak hours to provide faster support to callers.

An alternative option is to introduce a chatbot that presents pre-written answers to common questions. This can help reduce the number of placed calls. If the chatbot fails to resolve the issue, it can connect the customer with a live agent. Customer service software like Zendesk allows the customer to place a call directly from their web browser, too.

21. Average hold time

Average hold time (AHT) is the average amount of time customers spend waiting on the phone before connecting with a support agent.

Calculate average hold time by adding up all customer wait times and then dividing that number by the total number of calls.

It’s best to keep your call center’s AHT to the bare minimum—customers hate waiting, so long hold times can spell disaster for your brand image.

Donovan Steinberg, director of customer success at BombBomb, says: “The amount of time customers wait has a direct impact on the support experience.”

How to improve your average hold time

If your agents are overwhelmed with work, beefing up your customer self-service options may help reduce the number of calls you get. This move can ease agents’ workloads, enabling them to assist customers more quickly. Ask your agents to identify frequently asked questions or common customer issues, and update your knowledge base accordingly.

Look at individual agents’ average hold times, too. If one agent’s time is particularly lengthy, they may need additional training. Hiring more agents can also move the needle in the right direction.

22. Call abandonment rate

Call abandonment rate is a call center KPI that reflects the total number of customers who hang up while waiting to speak with an agent.

Calculate this metric by taking the difference between the number of calls received and the number of calls handled, then divide that by the number of calls received. Multiply that number by 100 to get your percentage.

How to improve call abandonment rate

Give customers the option to request a callback. Customers keep their place in line without remaining on hold, and an agent calls them when it’s their turn.

Some call center software also allows agents to automatically create tickets from abandoned calls (provided a callback number is available). They can potentially salvage poor experiences by following up with customers who left the queue.

23. Service level rate

Your call center should have a service level agreement (SLA)—a set of standards you use to manage expectations, guide decisions, improve customer satisfaction, and more. Most companies have similar service level rate standards, like:

• Answering 90 percent of calls within 20 seconds (or 4 rings)

• Responding to 80 percent of chats within 20 seconds

• Responding to 100 percent of emails within 8 hours

Ultimately, it’s up to each call center to set their own service level standards and call center metrics.

The service level call center formula is simply the total number of calls answered within the set threshold time limit divided by the number of calls offered. Then, multiply that number by 100 to get your percentage.

How to improve your service level

There are countless ways to enhance the service level in your call center. Here are just a few:

• Optimize agent scheduling

• Emphasize schedule adherence

• Offer customer callbacks

• Provide omnichannel support

Call center operations metrics

Call center operations metrics help companies understand call center performance over time. Tracking these KPIs is crucial for executives to identify peak times, spot trends, and forecast staffing needs. Leadership uses call center operations metrics to help them manage day-to-day operations and reach team goals.

24. Calls handled

Calls handled refers to the calls answered over a designated time frame. This metric doesn’t typically include abandoned or dropped calls. Most companies break this KPI down into two groups:

• Total number of calls handled by an agent

• Total number of calls handled by an IVR system

25. Cost per call (CPC)

Cost per call (CPC) is a metric that tracks the average cost of each call handled by a call center agent. This KPI is important because it provides insight into the cost-effectiveness of your call center operations and drives resource allocation. Management can then determine if resource allocations need to be adjusted.

Calculate CPC by taking the total cost of all calls and dividing that number by the total number of calls.

How to improve your cost per call

You can improve your cost per call in your call center in a few ways, including:

• Utilizing a remote work model

• Monitoring performance metrics and KPIs

• Improving training

• Using a cloud-based CRM

26. Call arrival rate

Companies can assess the total number of calls a call center receives within a certain period using the call arrival rate metric. Depending on which trends your operations management team finds to be the most beneficial, they can determine the preferred time frame for the metric—day, hour, or minute.

27. Peak-hour traffic

It’s critical for your business to identify when agents will experience the highest call volume so you can plan ahead. The peak-hour traffic metric allows you to ensure you have enough agents on hand to meet your customers’ needs.

28. Average age of query

The average age of query measures the average length of time unresolved customer queries stay open. Issues that agents resolve upon first contact aren’t included in this metric. Average age of query gives the call center valuable insight into the length of time it takes agents to resolve difficult issues.

How to improve your average age of query

High numbers could mean that agents need better tools or training to address complicated queries. Consider CRM software that can automatically route complex queries to the appropriate agents best suited to resolve them.

29. Callback messaging

Instead of making customers wait on hold, more companies are offering callback options. This allows customers to keep their place in line without having to stay on the phone, falling asleep listening to repetitive hold music.

The callback option lets businesses track the amount of callback requests during a certain time block, so they can determine how many customers picked that option. This metric not only allows management to plan staffing requirements and improve overall agent efficiency, but it’s also convenient for the customer—leading to a better customer experience.

30. Repeat call rate

Repeat call rate helps companies understand which issues weren’t resolved the first time around. Tracking repeat calls and collecting customer feedback can reveal recurring issues, enabling management teams to find resolutions and prevent the problems from happening again.

How to improve your repeat call rate

Identifying common recurring issues helps teams unearth holes in agent training. It also enables management to incorporate solutions into self-service options so customers can help themselves rather than wait to speak with an agent.

31. Percentage of calls blocked

The percentage of calls blocked refers to the number of incoming customer calls that receive a busy signal. If a customer tries to connect and finds themselves facing a busy tone, their customer experience is already off to a terrible start.

This metric should always be low. If a high amount of calls aren’t getting through, you should evaluate your phone system to ensure it can handle the volume of incoming calls. You can look at call duration metrics to see if excessive call lengths are contributing to busy tones.

How to improve your percentage of calls blocked score

You can invest in CRM software that offers automation options. Automated call volume features like auto-transfer and IVR can help manage and properly route customer calls.

What is the most important KPI in a call center?

The most important call center metrics will vary from business to business—it all depends on what the company values. However, any metric that helps improve customer satisfaction and the overall customer experience should be at the top of the list.

Call center statistics point to first contact resolution as a key metric. It’s widely regarded as an essential KPI in a call center. When executed correctly, FCR is a win for everyone: Customers and call center agents are happy. Tracking first contact resolution is a great way to collect valuable feedback about how your company is doing.

Boost your customer experience with call center performance metrics

The phone will probably stick around as a popular customer support channel, so improving call center performance should be a priority for any business. Use the call center metrics examples outlined above to gain the big-picture insights needed to transform your call center.

A robust CCaaS system can automatically track call center metrics for you, saving you precious time. Integrate the platform with your existing customer service software to gather accurate analytics and insights to improve your customer support, boost the customer experience, and increase customer retention.