Resources For You

  1. 5 Essential Marketing Strategies for VoIP Businesses

    5 Essential Marketing Strategies for VoIP Businesses

  2. 5 Technologies Set to Revolutionise Webphones

    5 Technologies Set to Revolutionise Webphones

  3. 5 Unique Types of VoIP Gateways Explained!

    5 Unique Types of VoIP Gateways Explained!

  4. 5 Ways a Cloud PBX System Benefits Remote Work

    5 Ways a Cloud PBX System Benefits Remote Work

  5. 5 Ways SBCs Facilitate Unified Communications as a Service

    5 Ways SBCs Facilitate Unified Communications as a Service

  6. 5 Ways to Optimise ASR To Grow Profitability

    5 Ways to Optimise ASR To Grow Profitability

  7. 7 Additional Important Components of a VoIP Carrier Network Explained

    7 Additional Important Components of a VoIP Carrier Network Explained

  8. 7 Important Factors to Consider When Implementing LCR

    7 Important Factors to Consider When Implementing LCR

  9. 7 Ways to Optimize AHT

    7 Ways to Optimize AHT

  10. 9 Key Functions of an SBC Explained

    9 Key Functions of an SBC Explained

  11. 10 Factors to Consider While Choosing a Webphone

    10 Factors to Consider While Choosing a Webphone

  12. 10 Important Components of a VoIP Carrier Network Explained

    10 Important Components of a VoIP Carrier Network Explained

  13. 10-Point Security Checklist for VoIP Carriers

    10-Point Security Checklist for VoIP Carriers

  14. 10 Tips For Effective Implementation of LCR

    10 Tips For Effective Implementation of LCR

  15. 10 Webphone Features that Benefit Your Business

    10 Webphone Features that Benefit Your Business

  16. An Out of the Box Telecoms Network

    An Out of the Box Telecoms Network

  17. Are Call Centers Still Relevant in 2023?

    Are Call Centers Still Relevant in 2023?

  18. Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

    Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

  19. Call Center vs Contact Center - Understanding the Differences

    Call Center vs Contact Center - Understanding the Differences

  20. Choosing SIP over TCP,TLS and UDP in 2022

    Choosing SIP over TCP,TLS and UDP in 2022

  21. Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

    Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

  22. Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

    Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

  23. Comprehensive Cloud Softswitch Documentation

    Comprehensive Cloud Softswitch Documentation

  24. ConnexCS expands AnyEdge SIP Load Balancer to India

    ConnexCS expands AnyEdge SIP Load Balancer to India

  25. ConnexCS for Africa

    ConnexCS for Africa

  26. ConnexCS WebPhone SDK Connector

    ConnexCS WebPhone SDK Connector

  27. Discover the Different Types of NAT: An Essential Guide for Network Administrators

    Discover the Different Types of NAT: An Essential Guide for Network Administrators

  28. Discussing the Future and Top 9 Benefits of WebRTC

    Discussing the Future and Top 9 Benefits of WebRTC

  29. DNO And DNC Lists - Everything Carriers Should Know

    DNO And DNC Lists - Everything Carriers Should Know

  30. Email and SMS Alerts

    Email and SMS Alerts

  31. Employers' Guide to Winning at Remote Work

    Employers' Guide to Winning at Remote Work

  32. Exploring the Top 10 Types of Web Phones in 2023!

    Exploring the Top 10 Types of Web Phones in 2023!

  33. False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

    False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

  34. Far-End NAT Traversal - An In-Depth Guide

    Far-End NAT Traversal - An In-Depth Guide

  35. Feature Releases for June 2024

    Feature Releases for June 2024

  36. From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

    From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

  37. Get Your FCC Registration Number in 5 Easy Steps!

    Get Your FCC Registration Number in 5 Easy Steps!

  38. How to Build Your API on ConnexCS

    How to Build Your API on ConnexCS

  39. How to Build Your Own Dialer (BYOD) – Part 1

    How to Build Your Own Dialer (BYOD) – Part 1

  40. How to Establish a VoIP Interconnect in 10 Easy Steps

    How to Establish a VoIP Interconnect in 10 Easy Steps

  41. How to Get Operating Company Number (OCN) in 4 Easy Steps

    How to Get Operating Company Number (OCN) in 4 Easy Steps

  42. How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

    How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

  43. How to Improve CX? Ensure your Call Center Agents are Happy!

    How to Improve CX? Ensure your Call Center Agents are Happy!

  44. How to Prepare for a VoIP Network Security Audit

    How to Prepare for a VoIP Network Security Audit

  45. How to Properly Prepare for Setting up a VoIP Interconnect

    How to Properly Prepare for Setting up a VoIP Interconnect

  46. How to Register for the Robocall Mitigation Database: A step-by-step guide!

    How to Register for the Robocall Mitigation Database: A step-by-step guide!

  47. How to Successfully Implement LCR is 5 Easy Steps

    How to Successfully Implement LCR is 5 Easy Steps

  48. How Using Web Phones Can Benefit These 10 Industries?

    How Using Web Phones Can Benefit These 10 Industries?

  49. Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

    Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

  50. Introducing ConnexCS WebPhone

    Introducing ConnexCS WebPhone

  51. Introducing ConneXML - The Best TwiML Alternative

    Introducing ConneXML - The Best TwiML Alternative

  52. Introducing Smart CLI Select - An Effective Way to Improve your ASR

    Introducing Smart CLI Select - An Effective Way to Improve your ASR

  53. LTE vs VoLTE: Diving Into The Differences

    LTE vs VoLTE: Diving Into The Differences

  54. Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

    Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

  55. Populating Our Support Area With Cloud Softswitch Video Guides

    Populating Our Support Area With Cloud Softswitch Video Guides

  56. Predictive Dialler vs Progressive Dialler - Understanding the Differences

    Predictive Dialler vs Progressive Dialler - Understanding the Differences

  57. Preview Dialler vs Power Dialler - Understanding Top 5 Differences

    Preview Dialler vs Power Dialler - Understanding Top 5 Differences

  58. Rate Card Profit Assurance

    Rate Card Profit Assurance

  59. Redundant Redundancies (Backups of backups)

    Redundant Redundancies (Backups of backups)

  60. Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

    Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

  61. Scalability – Grow at Speeds That Suit You

    Scalability – Grow at Speeds That Suit You

  62. ScriptForge – Javascript Routing

    ScriptForge – Javascript Routing

  63. Simplifiying our Softswitch Pricing

    Simplifiying our Softswitch Pricing

  64. SIP 101 - The Best Guide of 2022

    SIP 101 - The Best Guide of 2022

  65. The 3CX Supply Chain Attack - Understanding Everything That Happened

    The 3CX Supply Chain Attack - Understanding Everything That Happened

  66. The 5 Best Strategies for Mitigating Robocall Scams

    The 5 Best Strategies for Mitigating Robocall Scams

  67. The Anatomy of Robocall Scams

    The Anatomy of Robocall Scams

  68. The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

    The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

  69. The Best Multi-POP Cloudswitch

    The Best Multi-POP Cloudswitch

  70. The Essential Guide to Business Continuity Plans for VoIP Carriers

    The Essential Guide to Business Continuity Plans for VoIP Carriers

  71. The Essential Guide to Implementing STIR/SHAKEN

    The Essential Guide to Implementing STIR/SHAKEN

  72. The Ultimate Guide to STIR/SHAKEN

    The Ultimate Guide to STIR/SHAKEN

  73. Timeout Protections (SIP Ping, SST)

    Timeout Protections (SIP Ping, SST)

  74. TLS and 2FA Security on the ConnexCS Platform

    TLS and 2FA Security on the ConnexCS Platform

  75. Top 5 Alternative Marketing Strategies for VoIP Businesses

    Top 5 Alternative Marketing Strategies for VoIP Businesses

  76. Top 5 Call Center Challenges and How To Overcome Them

    Top 5 Call Center Challenges and How To Overcome Them

  77. Top 5 Important Types of VoIP Gateways Explained

    Top 5 Important Types of VoIP Gateways Explained

  78. Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

    Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

  79. Top 9 Indicators that Help You Identify a Bad Carrier

    Top 9 Indicators that Help You Identify a Bad Carrier

  80. Top 10 Points of Differences Between a Traditional and VoIP Carrier

    Top 10 Points of Differences Between a Traditional and VoIP Carrier

  81. Top 10 Types of Robocall Scams Explained!

    Top 10 Types of Robocall Scams Explained!

  82. Top 10 VoIP Vulnerabilities You Must Know About

    Top 10 VoIP Vulnerabilities You Must Know About

  83. Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

    Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

  84. Understanding Network Address Translation (NAT) - A Beginner's Guide

    Understanding Network Address Translation (NAT) - A Beginner's Guide

  85. Understanding the 9 Key Objectives of a VoIP Network Security Audit

    Understanding the 9 Key Objectives of a VoIP Network Security Audit

  86. Understanding the Complete Scope of a VoIP Network Security Audit

    Understanding the Complete Scope of a VoIP Network Security Audit

  87. Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

    Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

  88. Understanding VoIP Anycast Load Balancing

    Understanding VoIP Anycast Load Balancing

  89. Understanding What a PBX System is and How it Benefits Your Business

    Understanding What a PBX System is and How it Benefits Your Business

  90. VoIP Carrier Network Components - Understanding Session Border Controllers

    VoIP Carrier Network Components - Understanding Session Border Controllers

  91. VoIP Carrier Network Security - How to Conduct Security Audit?

    VoIP Carrier Network Security - How to Conduct Security Audit?

  92. VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

    VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

  93. VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

    VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

  94. VoLTE - An Evolution in Voice Communication

    VoLTE - An Evolution in Voice Communication

  95. WebPones Explained: Understanding Web-Based Telephonic Communication

    WebPones Explained: Understanding Web-Based Telephonic Communication

  96. WebRTC 101 - The Best Guide for Beginners

    WebRTC 101 - The Best Guide for Beginners

  97. What Are SIP Traces - A Beginners Guide

    What Are SIP Traces - A Beginners Guide

  98. What Are The Top 10 Essential Call Center KPIs?

    What Are The Top 10 Essential Call Center KPIs?

  99. What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

    What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

  100. What is a Contact Center and Why Does Your Business Need One?

    What is a Contact Center and Why Does Your Business Need One?

  101. What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

    What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

What Are The Top 10 Essential Call Center KPIs?

Call centers are an indispensable component in customer service and successful operations for any business. They don’t just help you keep the existing customers happy but can also reel in new customers and revenue for your business.

Monitoring and managing call center performance is important. Not paying attention to this will lead to cost overruns and unhappy customers.

Thus, it is important to know and understand the right KPIs if you want to properly manage your call center performance. The problem is that there are too many KPIs and at times choosing the right ones becomes difficult for managers.

Fret not! I have compiled a list of essential call center KPIs that you can use to monitor, manage and boost your call center performance.

But first, let us learn what Call Center KPIs are!

What are Call Center Key Performance Indicators (KPIs)?

Call Center KPIs are measurements of key performance areas of customer service operations that call center managers use to determine the success of their operations.

These indicators help managers determine whether a call center is meeting its performance goals and how well are they performing.

In case the targets are not met, the KPIs help managers identify the exact problem area. This way the managers can undertake initiatives to resolve issues hindering performance.

The right set of KPIs will enable a manager to maintain and improve performance in the best way possible.

With that, I hope you have a clear idea about what KPIs are and how they help call center managers.

We can now move on to knowing and understanding the top 10 essential KPIs for call centers.

Top 10 Essential Call Center KPIs

Here is a list of 10 KPIs that will help you improve call center performance in all areas of operation.

Average Speed of Answer (ASA)

The Average Speed of Answer or Average Time to Answer is the measure of how long it takes between receiving an inbound call and an agent answering it.

The two main factors that affect this KPI are the availability of agents to answer calls and the call routing efficiency of your call management system.

This metric, however, does not account for the time a caller takes to navigate through an IVR system. This is because the caller is not waiting for an agent but is in the process to reach the correct person for assistance.

This metric helps managers assess the efficiency of their agents, and their availability and is a key indicator for capacity planning.

Call Abandonment Rate

Call Abandonment Rate Formula

The Call Abandonment Rate measures the percentage of calls that are disconnected before an agent can answer these calls.

This metric is a very important one and measures the performance of the call center as a whole. Knowing how many customers are annoyed enough to abandon the call before being serviced can help you mitigate the flaws in your process flow.

There are multiple reasons why a caller may disconnect a call before an agent answers it. Long wait times, complicated IVR menu, slow call routing and many such factors result in abandoned calls.

The average call abandonment rate for call centers ranges between 2% to 5%.

First Call Resolution (FCR)

FCR Formula

First Call Resolution, often abbreviated as FCR, is a measure of a call center’s ability to resolve a customer’s problem or query in the first call itself.

If your agents can resolve customer issues in the first call itself, it eliminates the need for additional calls or follow-ups. Having a high FCR means less workload for your call center agents and cost savings associated with having to handle fewer calls.

FCR is also an important metric for Customer Experience. Using FCR, a call center manager can effectively manage and maintain a rich customer experience. FCR also drives other CX metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

Average Handle Time (AHT)

AHT Formula

The Average Handle Time or AHT is the complete duration of a customer call. The duration is measured in minutes from the instance the customer call is answered to the moment the call ends.

This indicator helps managers assess how efficiently the call center agents are handling and processing customer problems and queries.

Unlike other metrics that involve averages, the goal here is to not minimize the AHT but to ensure it’s within Industry standards.

AHT is used in conjunction with CSAT and NPS to ensure the delivery of a rich customer experience. AHT allows you to identify and work on various operational areas that need improvement such as agent training, call routing, data management, etc.

Average Time in Queue

Average Time in Queue is a KPI that measures the average duration of time a caller spends while waiting to be connected to an agent.

Call center managers shy away from using this metric due to the fluctuating call volumes throughout the day. However, it is possible to use this KPI effectively by keeping the peak and off-peak average time in the queue separate.

By keeping these separate, you’ll get a clearer idea about what areas you need to improve upon during peak and off-peak times to minimize average time in queue.

Proper assessment of this KPI helps you unlock a lot of potential to improve. You can also have different call routing strategies for peak and off-peak times to minimize the time in the queue.

Average Hold Time

Average Hold Time or commonly referred to as Hold Time is the duration of time an agent keeps a customer on hold to perform some required actions to assess the customer.

There are instances when an agent needs to look up details about a customer, fetch necessary information or seek supervisory assistance to resolve the customer query. In such instances, the customer call is put on hold.

This metric reveals the inefficiencies in the performance of individual agents and also the inefficiencies in the operational framework of the call center as a whole.

The aim with hold time is to minimize it as much as possible. Longer hold times degrade the customer experience, thus, it is necessary to pay attention to this KPI.

Average after-call Work (ACW) Time

Average after-call Work Time is the average time it takes for an agent to input required information and process a raised ticket between two calls.

ACW time is also a component of Average Handle Time and directly impacts the total call duration with the customer. Longer ACW time results in increased operational costs for the call center as the agents process fewer calls in a given time.

Monitoring ACW time allows managers to address inefficiencies in ticket processing procedures. Based on the findings, the managers can implement a quicker procedure or acquire a better customer management system.

Thus, by minimizing ACW time, you can save on operational costs and improve your operational efficiency.

Cost per Call - Resolution (CPC-R)

CPC-R Formula

The Cost per Call - Resolution (CPC-R) metric measures the efficiency of the call center as a whole for resolving customer problems and queries. As this metric involves costs, it becomes an important financial metric for call center managers.

CPC-R is a derivative of the most widely used metric Cost per Call (CPC). While CPC measures only the cost of a call, CPC-R measures the average cost of a resolution.

This makes it a superior choice. Minimizing CPC will not improve your bottom line if it takes two or more calls to resolve customer issues and queries. Managing and minimizing CPC-R translates into improved profits due to cost reduction.

Agent Utilization Rate (AUR)

AUR Formula

The Agent Utilization Rate is a KPI that is measured by dividing the total work done by the total workforce.

As you’re already aware, call center operations are workforce intensive. The majority of a call center’s operational expense is made up of payouts to agents. Thus, it becomes necessary to ensure you’re maximizing your workforce’s utility.

AUR allows you to understand how well you’re able to utilize each agent in your workforce. A good AUR is considered to be a percentage above 75%.

In case your AUR is below 70%, you can undertake corrective measures to ensure all the agents are being utilized to the best of their capabilities.

Agent Turnover Rate

Agent Turnover Rate Formula

Agent Turnover Rate is defined as the percentage of agents leaving a call center every year. For workforce-intensive operations that call centers carry out, it is necessary to prevent agents from leaving the organization.

Compared to other industries the employee/agent turnover rate is higher for the call center industry. This problem easily makes it into the top 5 call center challenges list for most people.

Replacing an agent can cost you upwards of 100% of a departing agent’s annual salary. Thus, the involved costs alone make this KPI a very important one for any call center manager.

Monitoring this KPI will enable managers to take corrective actions to prevent agent attrition, reduce operational costs and improve profit margins.

With that, we’re at the end of our list of 10 Essential Call Center KPIs!

Conclusion

Having the right set of Key Performance Indicators (KPIs) enables your call center operations to grow. Monitoring all the key areas of performance for a call center helps you to understand which ones need attention and which ones can be improved.

Having the right insights into your operations allow you to make informed decisions to improve overall performance, and efficiency, minimize costs and maximize customer satisfaction.

Use this list of KPIs as a guide. Experiment and find which ones work the best for you!