Must-Know Customer Service Call Center Metrics

Highlights: Customer Service Call Center Metrics

  • 1. Average Handle Time (AHT)
  • 2. First Call Resolution (FCR)
  • 3. Abandoned Call Rate
  • 4. Call Volume
  • 5. Service Level
  • 6. Occupancy Rate
  • 7. Customer Satisfaction (CSAT)
  • 8. Average Speed of Answer (ASA)
  • 9. Agent attrition rate
  • 10. Agent schedule adherence
  • 11. Net Promoter Score (NPS)
  • 12. Contact Quality
  • 13. Call Resolution Time (CRT)
  • 14. Cost Per Call
  • 15. Transfer Rate

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In today’s fast-paced and increasingly demanding business landscape, exceptional customer service is not just a valuable asset, but an essential cornerstone for companies seeking to thrive and maintain a competitive edge. Call centers play a critical role in delivering high-quality customer service experiences, and therefore, understanding and evaluating the appropriate metrics is key to ensuring their success.

In this insightful blog post, we will explore the significance of customer service call center metrics, break down the various metrics essential to evaluate performance, and discuss how a conscious, data-driven approach can significantly boost customer satisfaction, brand reputation, and, ultimately, your company’s bottom line.

Customer Service Call Center Metrics You Should Know

1. Average Handle Time (AHT)

This metric measures the average duration of a call, including talk time, hold time, and after-call work (e.g., updating customer records or emails). A lower AHT indicates efficient call handling.

2. First Call Resolution (FCR)

This metric refers to the percentage of calls that are resolved on the first interaction without needing a follow-up. A high FCR rate indicates good quality service and customer satisfaction.

3. Abandoned Call Rate

This metric tracks the percentage of calls in which customers hang up before reaching a representative. A high abandoned call rate indicates long wait times or poor call routing, leading to customer dissatisfaction.

4. Call Volume

This measures the total number of calls received by the call center. Tracking this metric helps to identify peak call times and to allocate resources accordingly for better service.

5. Service Level

This metric measures the percentage of calls answered within a specified waiting time (e.g., answering 80% of calls within 20 seconds). A high service level indicates an efficient call center.

6. Occupancy Rate

This metric tracks the percentage of time agents spend handling calls and after-call work compared to the total logged-in time. A high occupancy rate signifies optimal agent utilization.

7. Customer Satisfaction (CSAT)

This measures the overall satisfaction level of customers with the call center service. This metric is typically gathered through post-call surveys and feedback.

8. Average Speed of Answer (ASA)

This metric measures the average time it takes for an agent to answer a call. A lower ASA indicates better responsiveness to customer inquiries.

9. Agent attrition rate

This measures the percentage of agents who leave the call center over a specified period, resulting in turnover costs and reduced service quality.

10. Agent schedule adherence

This metric tracks the percentage of time an agent adheres to their scheduled work hours, including breaks and scheduled offline activities. High adherence helps maintain optimal staffing levels.

11. Net Promoter Score (NPS)

This measures customer loyalty by identifying the likelihood of customers recommending the call center to others. A high NPS reflects a positive customer experience.

12. Contact Quality

This metric evaluates the quality of interactions between agents and customers, often through call monitoring or quality assurance assessments. High contact quality scores indicate well-trained, knowledgeable agents.

13. Call Resolution Time (CRT)

This metric measures the average amount of time it takes for agents to resolve a customer issue. A lower CRT indicates higher call efficiency and effectiveness.

14. Cost Per Call

This metric calculates the total cost associated with each completed call, including agent salaries, facilities, and technology. A lower cost per call indicates a more cost-effective call center operation.

15. Transfer Rate

This measures the percentage of calls that are transferred to another agent or department to resolve the issue. A low transfer rate indicates efficient call routing and well-trained agents equipped to handle most inquiries.

Customer Service Call Center Metrics Explained

The importance of Customer Service Call Center Metrics lies in their ability to ensure the efficiency, effectiveness, and overall satisfaction of both customers and agents. These metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), and Abandoned Call Rate, play a crucial role in measuring the performance and productivity of the call center.

Monitoring metrics like Call Volume and Service Level allows for better resource allocation and leads to increased customer satisfaction. Factors such as Occupancy Rate, Agent Attrition Rate, and Agent Schedule Adherence help ensure optimal staffing levels and agent utilization. Metrics like Customer Satisfaction (CSAT), Average Speed of Answer (ASA), and Net Promoter Score (NPS) provide insights into the overall success of the call center and its customer relationships.

Evaluating Contact Quality ensures well-trained and knowledgeable agents, while Call Resolution Time (CRT) and Cost Per Call streamline overall operations for better outcomes. Finally, measuring Transfer Rate guarantees efficient call routing to improve the customers’ experience and reduce the need for multiple interactions.


In conclusion, effective measurement of call center metrics is crucial for driving performance, meeting customer expectations, and ensuring business success. Monitoring KPIs like handle time, first-call resolution, and satisfaction leads to informed decisions focused on service quality and efficiency. Prioritizing employee engagement and satisfaction also impacts service quality. By prioritizing these metrics and fostering a culture of continuous improvement, businesses create a thriving call center environment that delivers exceptional service and boosts growth.



What key performance indicators (KPIs) are commonly used to measure the effectiveness of customer service call centers?

Some common KPIs used to measure call center effectiveness include First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Service Level, and Agent Utilization Rate.

How is First Call Resolution (FCR) calculated and why is it important in a customer service call center?

FCR is calculated by dividing the number of calls resolved on the first interaction by the total number of calls received. It is crucial in a call center because a higher FCR indicates that issues are being addressed efficiently, leading to increased customer satisfaction and reduced operational costs.

What does Average Handle Time (AHT) measure and what factors can impact this metric?

AHT measures the average duration of a customer call from start to finish, including talk time, hold time, and after-call work. Factors that may impact AHT include agent knowledge and skills, call complexity, technology and tools, and customers' familiarity with the issue at hand.

How can a call center improve its Customer Satisfaction (CSAT) score?

Call centers can improve their CSAT scores by implementing tactics such as training agents, optimizing call routing, utilizing customer feedback for improvement, identifying and addressing common customer concerns, and monitoring and adjusting service levels to ensure timely response.

What is Service Level in a customer service call center, and why is it significant?

Service Level is a metric expressed as a percentage that represents the proportion of calls answered within a specific time threshold (e.g., 80% of calls answered within 20 seconds). This metric is important as it provides insights into the call center's ability to meet customer expectations for timely assistance, which subsequently affects customer satisfaction and overall call center performance.

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We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly.

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