31 Call Center Metrics and KPIs for 2025

Managing a call center challenges you in many ways. You have to meet your customer expectations, handle increasing operational demands, and also constantly support your team. And in the midst of all these, you also have to measure the key performance indicators (KPIs) to ensure that you keep delivering exceptional customer service.

When you track call center KPIs, you stop merely measuring performance—you begin driving your team’s efficiency, improving customer experiences, and boosting your bottom line. For instance, by improving First Call Resolution (FCR) and Average Handle Time (AHT), you can streamline processes, cut costs, and keep your agents performing at their best.

That’s the impact tracking the right KPIs can have.

In this blog, we’ll explore 31 essential metrics and KPIs to track, and how they can help you build a more efficient, effective, and future-proof call center. Let’s dive in!

Table of Contents

• What Are Call Center Metrics?
• Why Are Call Center Metrics Important?
•  Top 31 Call Center Metrics and KPIs for 2025
  • A. Operational metrics
  • B. Customer-Centric Metrics
  • C. Agent Performance Metrics
  • D. Financial and ROI Driven Metrics
  • E. Advanced Metrics
  • F. Metrics for Sustainability and Diversity
•  Best Practices for Tracking Call Center Metrics and KPIs
  • 1. Avoid vanity metrics: Focus on what truly matters.
  • 2. Set realistic benchmarks for each metric.
  • 3. Align metrics with your goals.
  • 4. Visualize your data for clarity
• Choose the Metrics and KPIs that Work for You
• Frequently Asked Questions (FAQs)
  • 1. Why is tracking call center KPIs important?
  • 2. How do I reduce Average Handle Time (AHT) without affecting quality?
  • 3. Can small call centers track advanced metrics?

What Are Call Center Metrics?

For example, one of the most commonly tracked call center metrics is Average Handle Time (AHT). This metric measures the average time an agent spends on a call, including talk time, hold time, and after-call work. By tracking AHT, you can assess whether agents are spending too much time resolving issues, which might indicate inefficiencies in processes or the need for better tools.

Now, imagine you notice that AHT is increasing across the board, which is causing longer wait times for customers. After analyzing the data, you realize that a particular issue—like a complex verification process—takes up a lot of time during calls. By addressing this, such as by streamlining the process or giving agents more autonomy to resolve issues, you can bring AHT down and improve both customer satisfaction and operational efficiency.

In short, call center metrics like FCR (First Call Resolution), Service Level, and NPS (Net Promoter Score) give you actionable insights that drive better performance, more efficient operations, and ultimately, happier customers. Tracking these metrics regularly allows you to make data-driven decisions that improve every aspect of your call center.

Why Are Call Center Metrics Important?

Call center metrics give you the insights to run a more efficient operation. Without them, you’re making decisions based on guesswork, not data. The right KPIs allow you to pinpoint issues, optimize processes, and increase both team performance and customer satisfaction. Simply put, if you want to improve your call center, you need to measure what matters.

Here’s why tracking metrics is essential and how they can deliver real results:

1. Identify operational bottlenecks: Metrics like Average Handle Time (AHT) and First Call Resolution (FCR) help you spot delays in your processes. For example, if your FCR drops, it could indicate that agents need more training or tools to solve problems faster. 

2. Improve agent performance: Metrics like Agent Utilization and Agent Efficiency highlight where your team excels and where they need help. If an agent consistently handles calls in less time with higher customer satisfaction, you can dig into their methods and use them as a benchmark for training others.

3. Increase customer satisfaction: Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) track how well your agents meet customer expectations. For example, a low CSAT score after a particular shift may indicate that a team needs more support or better tools to address customer concerns.

4. Boost efficiency and reduce costs: Monitoring Service Level and Call Abandonment Rates helps you increase efficiency. If your service level drops or customers abandon calls frequently, it may be a sign to adjust your staffing levels or refine your call routing system. Fixing these issues can help you reduce operational costs and improve response times.

5. Make data-driven decisions: With the right KPIs, you make informed decisions instead of reacting blindly. If Call Transfer Rates rise, for example, you can analyze the data to determine whether calls are being routed correctly or if agents need additional training. By tracking the numbers, you can adjust your strategy in real-time.

Top 31 Call Center Metrics and KPIs for 2025

Tracking the right call center metrics helps you spot problems, improve operations, and deliver better customer experiences. But with so many metrics to consider, knowing where to focus can be difficult. 

To make it easier, we’ve grouped the 31 most important metrics into six categories. This way, you can focus on what matters most and take action where it counts.

KPI type	Usecase
Operational metrics	Helps you evaluate how well your call center handles incoming and outgoing calls, focusing on efficiency and productivity.
Customer-centric metrics	Measure the quality of your customer interactions and their overall satisfaction with your services.
Agent performance metrics	Helps you monitor and improve individual and team agent performance.
Advanced metrics	As technology evolves, new metrics have emerged to evaluate benefits like AI, automation, and predictive analytics.
Financial and roi metrics	Helps you track the financial health of your call center and ensure you’re delivering value while staying cost-effective.
Metrics for sustainability and diversity	With an increasing focus on ESG (Environmental, Social, and Governance), these metrics help you measure and improve sustainability and diversity in your operations.

A. Operational metrics

Running a call center efficiently means finding ways to handle calls faster, resolve issues quickly, and ensure seamless operations without adding unnecessary steps. Here are the metrics that will help you identify areas where processes need improvement.

1. First Call Resolution (FCR)

FCR measures how often agents resolve customer issues during the first interaction, without requiring follow-ups, callbacks, or escalations. A high FCR shows that your team easily addresses customer problems without requiring additional effort from the customer.

Here’s how to calculate it:

For example, your call center handles 600 customer issues in a week. Out of those, 450 are resolved during the first call. 

Using the formula: 

FCR = (Number of issues resolved on the first call / Total number of issues handled) x 100

        = (450 /600) x 100

         = 75%

This means three out of four customers had their issues resolved immediately, while one out of four required further follow-up.

Benefits of measuring FCR:

• Detect process inefficiencies: If FCR is consistently low, it can reveal flaws in your workflows or tools. For instance, frequent callbacks about incomplete resolutions might point to complex internal processes that delay resolutions.
• Address resource or training gaps: A low FCR often highlights areas where agents struggle, whether due to insufficient training or lack of access to the right resources. For example, if agents cannot resolve technical queries, it signals a need for better troubleshooting guides or support tools.
• Enhance customer satisfaction: Measuring FCR helps you identify and fix issues before they escalate into bigger problems. For instance, if your billing system causes repeated customer confusion, streamlining that process reduces follow-ups and improves the overall experience.

2. Average Handle Time

Average Handle Time (AHT) measures the total time an agent spends handling a customer interaction, including talk time, hold time, and after-call work. AHT is a metric for evaluating efficiency and identifying opportunities to streamline workflows.

Here’s how to calculate the AHT:

For example, your call center handles 400 calls in a day. Over that time, the agents spent:

• Total Talk Time: 12,000 minutes
• Total Hold Time: 2,000 minutes
• Total After-Call Work Time: 1,600 minutes

So, 

AHT = (Total Talk Time+Total Hold Time+Total After-Call Work Time) / Total Number of Calls Handled

= (1200 + 2000 + 1600) / 400

= 39 minutes

Benefits of measuring AHT:

• Spot inefficiencies in workflows: A high AHT might signal process bottlenecks, such as outdated systems or complex customer procedures. For instance, if agents repeatedly spend time toggling between tools to gather information, integrating those tools could save minutes per call.
• Improve resource allocation: By analyzing AHT across teams or shifts, you can spot trends that help adjust staffing levels. For example, longer AHT during peak hours might indicate understaffing or agents struggling with high-pressure scenarios.
• Enhance training programs: AHT reveals specific areas where agents struggle, such as navigating tools or explaining certain processes. If AHT is high for new agents, it may highlight gaps in onboarding or the need for better knowledge resources.

3. Call Abandonment Rate

Call Abandonment Rate (CAR) measures the percentage of inbound calls that customers hang up before reaching an agent. This metric is crucial for understanding customer patience and how well your team manages call volumes. A high abandonment rate often points to long wait times or insufficient staffing during peak hours.

Suppose your call center received 1,000 inbound calls in a day. Out of these, 150 customers hung up before speaking to an agent. 

Using the formula:

CAR = (Calls Abandoned Before Answering / Total Inbound Calls) / 100

= (150 / 1000) / 100

= 15%

This means 15% of your callers abandoned their calls, which may indicate dissatisfaction with wait times or system inefficiencies.

Benefits of measuring CAR:

• Reduce long wait times: If CAR is high, it likely points to long queue times during peak periods. By analyzing this data, you can adjust staffing levels, implement callback options, or optimize call routing to reduce wait times.
• Improve customer satisfaction: A high CAR indicates frustrated customers who leave without resolution. By addressing the root cause—such as inadequate staffing or unclear IVR menus—you can keep customers engaged and reduce abandonment.
• Identify system inefficiencies: CAR can reveal hidden technical problems, like a confusing IVR system or frequent dropped calls. If abandonment spikes after a specific IVR prompt, you can revise the messaging or simplify the process.

4. Service Level

Service Level measures the percentage of calls answered within a predefined time frame. It shows how well your team meets customer expectations for response times and helps you identify areas to improve speed and accessibility.

Here’s how to calculate it:

For instance, a common target is answering 80% of calls within 20 seconds, often written as “80/20.”

Let’s saym your team handled 1,200 calls in a day. Of these, 900 were answered within 20 seconds. 

Using the formula:

Service level = (Calls Answered Within Threshold Time / Total Calls Answered) x 100

= (900 / 12) x 100

= 75%

This means that 75% of calls were answered within the defined time frame, falling short of the common “80/20” benchmark.

Benefits of measuring Service Level

• Prevent customer frustration: If Service Level is low, it indicates that customers are waiting too long, leading to dissatisfaction and potentially abandoned calls. By monitoring this metric, you can adjust staffing during peak hours to ensure calls are answered quickly.
• Identify staffing inefficiencies: Tracking Service Level across different times of the day helps you spot when your team is understaffed or when call volume spikes unexpectedly. This data lets you improve workforce management and meet customer demand more effectively.
• Evaluate process improvements: Service Level reveals the impact of process changes, such as streamlining IVR menus or reducing agent after-call work. A rising Service Level shows that these changes are helping you respond faster to customer needs.

5. Call Transfer Rate

Call Transfer Rate measures how often agents pass customer calls to another agent, department, or supervisor. It shows how well the initial routing process connects customers to the right person or team for their needs.

Here’s the formula to calculate it:

So, for example, if your team handles 1,000 calls in a day, and 250 of those calls are transferred to another agent or team, the calculation looks like this:

Call Transfer Rate = (Number of Transferred Calls / Total Calls Handled) / 100%

= (250 / 1000) / 100%

= 25%

This means a quarter of all calls required a transfer, indicating potential issues in routing, training, or system design.

Benefits of measuring Call Transfer Rate:

• Identify routing mismatches: A high transfer rate often means that the system isn’t connecting customers to the right agent at the start. Adjusting your call routing or IVR setup helps customers reach the correct department more often.
• Find training opportunities for agents: If agents transfer calls they could handle themselves, it signals gaps in their knowledge or confidence. Focus training on the specific issues agents frequently transfer to reduce handoffs.
• Reduce customer wait times: Transfers add extra time to calls, which can frustrate customers. By lowering the transfer rate, you help customers get faster resolutions and improve their overall experience.

6. Occupancy Rate

Occupancy Rate measures how much time agents spend handling calls and doing after-call work compared to their available time. This metric helps you understand how efficiently your team uses their time and whether they are overworked or underutilized.

Here’s how to calculate it:

For instance, if an agent spends 6 hours of their 8-hour shift handling calls and completing after-call tasks, the calculation looks like this:

 Occupancy Rate = ( Time Spent on Calls and After-Call Work / Total Working Hours) x 100%

= (6 / 8) x 100%

= 75%

This means the agent is actively working 75% of their shift, with the remaining 25% spent waiting for calls. 

Benefits of measuring Occupancy Rate:

• Avoid agent burnout: If Occupancy Rate stays consistently high (e.g., above 85%), agents may feel overwhelmed, leading to errors and reduced job satisfaction. By identifying this, you can adjust workloads or bring in additional staff to balance the load.
• Improve resource utilization: A low Occupancy Rate (e.g., below 50%) shows that agents aren’t being fully utilized. This might mean overstaffing during certain shifts or inefficiencies in call routing. By analyzing this, you can optimize schedules or adjust staffing levels.
• Identify process inefficiencies: High or low Occupancy Rates can indicate issues with workflows, such as lengthy after-call tasks or unnecessary idle time. Streamlining processes or automating repetitive tasks can help balance workloads and make better use of agent time.

7. Average Speed of Answer (ASA)

Average Speed of Answer measures the time it takes for an agent to answer a customer’s call after it enters the queue. This metric reflects how quickly your team responds to customers and helps you gauge whether you have enough staff during peak times.

Here’s the formula to calculate the metric:

So, if your team answers 1,000 calls in a day and the total wait time for all answered calls is 10,000 seconds, the calculation looks like this:

ASA = 10,000 / 1,000

= 10 seconds

This means customers waited an average of 10 seconds before speaking to an agent.

Benefits of measuring Average Speed of Answer:

• Address staffing shortages: Long ASA times often show that your team doesn’t have enough agents during busy periods. Monitoring this metric helps you adjust schedules or add resources to meet demand and shorten wait times.
• Spot inefficiencies in call handling: High ASA can indicate that agents are spending too much time on tasks between calls. By analyzing this, you can find ways to streamline processes or reduce non-essential tasks, so agents are available more often.
• Reduce customer frustration: Customers who wait too long may hang up or feel dissatisfied with your service. By lowering ASA, you improve the customer experience and prevent call abandonment.

B. Customer-Centric Metrics

Customer-centric metrics show how well your team meets customer expectations and delivers satisfaction. These numbers tell you what your customers experience during each interaction and help you make better decisions to improve their overall journey. 

By tracking these metrics, you can spot what works and what needs fixing, from first impressions to final resolutions. Let’s look at them one by one. 

8. Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) measures how satisfied customers feel after interacting with your support team. It reflects their experience with your service and highlights whether your team met their expectations. CSAT usually involves a simple survey where customers rate their satisfaction on a scale, often from 1 to 5 or 1 to 10 ;  where 1 being not at all satisfied and 5 or 10 being extremely satisfied. 

Here’s how to calculate CSAT:

Where, satisfied responses typically include the highest ratings (eg: 4 and 5 on a 5-point scale)

For example, If 400 customers respond to your survey, and 320 of them give a rating of 4 or 5, the calculation looks like this:

CSAT = (Number of Satisfied Responses/Total Responses) x 100

= (320/400) x 100

= 80%

This means 80% of your customers are satisfied with their experience.

It is advisable to compare your CSAT score to industry benchmarks. It helps you understand how your team performs relative to competitors. For example, a CSAT score above 75% is considered strong in most industries, while sectors like retail or hospitality often aim for 85% or higher. 

If your score falls below the benchmark, you can pinpoint areas to improve and stay competitive.

Benefits of measuring CSAT:

• Spot areas where service falls short: A low CSAT score points to specific interactions or processes that frustrate customers. For example, repeated complaints about long hold times or incomplete resolutions show exactly where to focus your improvements.
• Measure the impact of changes: Use CSAT to see how updates to your processes or training affect customer satisfaction. If scores improve after reducing wait times or providing better tools to agents, you confirm that your efforts worked.
• Understand customer expectations: Regularly monitoring CSAT helps you learn what customers value most about your service. Whether they prioritize quick responses, knowledgeable agents, or personalized help, CSAT gives you clear feedback to guide your decisions.

9. Net Promoter Score (NPS)

Net Promoter Score (NPS) measures how likely your customers are to recommend your service to others. It asks one simple question: “On a scale of 0 to 10, 0 being not at all likely, and 10 being most likely, how likely are you to recommend us to a friend or colleague?” Responses categorize customers into three groups:

• Promoters (9-10): Loyal customers who are enthusiastic about your service.
• Passives (7-8): Satisfied customers but not actively promoting your brand.
• Detractors (0-6): Unhappy customers who may discourage others from using your service.

And then finally you use the formula:

For example, if 200 customers respond to your NPS survey:

• 120 rate 9-10 (Promoters)
• 50 rate 7-8 (Passives)
• 30 rate 0-6 (Detractors)

Promoters make up 60%, Passives make up 25%, and Detractors make up 15%.

Using the formula, 

NPS = %Promoters−%Detractors

= 60% – 15%

= 45

An NPS of 45 is strong in most industries, indicating that you have more loyal customers than detractors.

Just like CSAT, you can compare your business’s NPS with industry averages. These benchmarks vary across industries, with 30-50 considered good in many service sectors. For example, telecom companies might aim for 35, while software-as-a-service (SaaS) businesses target 40-50. Comparing your score with the industry average helps you understand where you stand.

Benefits of measuring NPS:

• Find and fix what bothers customers: Detractors’ feedback shows what frustrates your customers. If detractors complain about wait times or unhelpful agents, you can address these specific issues to prevent churn.
• Build loyalty through targeted improvements: Promoters love your service. Understanding what they value helps you strengthen these areas. For example, if they appreciate fast resolutions, invest more in tools and training to maintain this advantage.
• Track the impact of service changes: NPS helps you see how changes affect customer loyalty. If NPS drops after adjusting workflows or policies, you can quickly reassess and make corrections.

10. Customer Effort Score (CES)

Customer Effort Score (CES) measures how much effort a customer feels they had to put in to resolve their issue or get their query answered. This metric focuses on the ease of interaction and identifies friction points in the customer experience. It’s typically gathered through a post-interaction survey with a question like: “On a scale of 1 to 5, 1 being not at all easy and 5 being very easy, how easy was it to solve your problem today?”

CES is often calculated as the average response on a scale of 1 to 5 or 1 to 7, where a lower score indicates higher effort and a higher score shows lower effort.

And then with this formula you get the CES value:

For instance, if you survey 300 customers and their total score adds up to 1,200 (on a 1-5 scale), the calculation looks like this:

CES = Sum of All Scores/Sum of All Scores

= 1200/300

= 4

A score of 4 suggests most customers find your process easy to use, though there’s still room for improvement.

Benefits of measuring CES:

• Spot barriers in the customer journey: A low CES points to areas where customers face difficulty, such as long wait times, complex self-service portals, or agents transferring calls unnecessarily. Fixing these issues improves the overall experience.
• Identify which changes help customers the most: Use CES to compare customer effort before and after updates to your processes or tools. For example, if CES rises after adding a chatbot for common queries, it confirms the update made things easier for customers.
• Prevent customer churn caused by frustration: High effort often drives customers away, especially if they feel solving their problem takes too much work. Lowering CES by simplifying processes keeps customers loyal and more satisfied.

11. Resolution Time

This metric measures the percentage of customer issues resolved, regardless of how many interactions it takes. This metric highlights how well your team addresses and solves problems to completion. It focuses on outcomes, rather than just speed, to show how often your team provides real solutions.

The formula to calculate Resolution rate is:

​Suppose your team handles 500 customer cases in a week. Of those, they resolve 425 cases. The calculation would look like this:

Resolution Rate = (Number of Resolved Cases/Total Cases Received)/100

=(425/500) x 100

=85%

An 85% resolution rate shows that most customer issues get resolved, but 15% remain unresolved and may need further attention.

 Benefits of measuring Resolution Time:

• Identify unresolved case patterns: A low resolution rate helps you spot recurring issues that agents struggle to handle. For example, frequent escalations or cases left open for extended periods may reveal gaps in training or unclear processes.
• Reduce customer frustration from unresolved issues: Customers feel frustrated when their problems remain unsolved after multiple interactions. By monitoring this metric, you can improve workflows and provide agents with tools or authority to resolve more cases on their own.
• Measure team performance more clearly: Resolution rate shows whether agents focus on fully solving issues rather than just moving through calls quickly. It helps you strike a balance between efficiency and quality.

12. Call Quality Monitoring Score

Call Quality Monitoring Score measures how well agents handle customer interactions based on predefined criteria like communication skills, problem-solving ability, empathy, and adherence to company guidelines. Managers typically evaluate this score through call recordings or live monitoring to ensure consistent service quality.

There isn’t a fixed formula for Call Quality Monitoring Score, as it depends on your evaluation framework. However, it often involves scoring calls across several parameters and calculating an average:

For instance, suppose a team reviews 50 calls in a week, scoring each out of 100 based on factors like tone, resolution, and policy adherence. If the total score across all calls is 4,300, the calculation looks like this:

Call Quality Monitoring Score = Sum of All Evaluation Scores / Total Evaluated Calls

= 4,300/50

= 86

An average score of 86 suggests strong call handling but may highlight areas for improvement, like providing clearer resolutions or showing more empathy.

Benefits if measuring call quality monitoring score

• Spot gaps in agent performance: Low scores in specific areas, such as tone or policy adherence, show where agents need more training. For example, if agents frequently miss cross-selling opportunities, you can offer targeted coaching to improve this skill.
• Improve consistency across calls: Monitoring call quality ensures all agents provide consistent service, regardless of the customer or issue. This helps avoid scenarios where a few weak calls impact overall customer satisfaction.
• Track the success of training programs: Comparing scores before and after training sessions shows whether agents apply what they’ve learned. If scores improve, you know the training is working; if not, you can tweak the approach.

13. Customer Retention Rate

Customer Retention Rate (CRR) measures how well your business retains its customers over a specific period. This metric helps you understand how successful your efforts are at keeping customers loyal, which directly impacts revenue and long-term growth.

The formula to calculate CRR is:

For example, at the start of the quarter, your business had 1,000 customers. During that time, you gained 200 new customers and ended with 1,050. 

Using the formula:

CRR = [(Customers at End of Period − New Customers Acquired During Period) / Customer at Start of Period] x 100

= [(1050 – 200) / 1000] x 100

= [850/1000] x 100

= 85%

Benefits if measuring customer retention rate:

• Find reasons why customers leave: A declining retention rate shows where your service or product might fall short. For example, frequent complaints about slow responses or unresolved issues could push customers to competitors. Identifying this helps you address specific problems and improve satisfaction.
• Measure the success of loyalty programs: By tracking CRR after launching initiatives like discounts, exclusive perks, or reward programs, you can see whether these efforts encourage customers to stick around. If retention improves, you know what’s working.
• Forecast revenue and growth more accurately: A stable or rising CRR makes it easier to predict revenue since retaining customers typically costs less than acquiring new ones. Use this data to plan investments in areas like customer experience or product enhancements.

C. Agent Performance Metrics

Agent performance metrics track how well your team handles tasks, resolves issues, and interacts with customers. These metrics help you see where agents excel and where they might need support or training. 

By focusing on these numbers, you can build a team that works efficiently, delivers consistent service, and keeps customers happy. Let’s look at these metrics one by one. 

13. Agent Utilization Rate

Agent Utilization Rate measures the percentage of an agent’s time spent on productive tasks, such as answering calls or completing after-call work, compared to their total available work hours. It helps you assess whether your team is handling their workload efficiently without being overburdened.

Here’s how to calculate agent utilization rate:

Suppose an agent has an 8-hour shift (480 minutes) and spends 300 minutes on calls and after-call work. The calculation looks like this:

Agent Utilization Rate = (Time Spent on Calls and After-Call Work / Total Time Available) / 100

= (300/480) / 100

= 62.5%

A utilization rate of 62.5% means the agent spends a little over half their shift on productive tasks. 

Benefits if measuring agent utilization rate:

• Identify underutilized agents: Low utilization rates often mean agents have too much idle time. This could point to overstaffing during certain shifts or issues with call routing that need fixing.
• Prevent overworking your team: High utilization rates, especially above 85%, suggest agents may not have enough breaks or downtime, leading to burnout. Use this data to adjust staffing levels or schedules to create a balanced workload.
• Improve scheduling accuracy: Tracking utilization helps you understand peak and low activity periods. By analyzing this data, you can optimize schedules to align with call volume, ensuring agents are available when needed most.

15. Adherence to Schedule

Adherence to Schedule measures how closely agents follow their assigned work schedules. This includes time spent on calls, after-call work, breaks, and other activities. Tracking this metric helps you ensure agents are available when expected and reduces the risk of long wait times for customers.

To calculate the metric use the formula:

Taking a similar example, Ii an agent is scheduled to work 8 hours (480 minutes) and adheres to their schedule for 440 minutes , the calculation looks like this:

Adherence to Schedule = (Time Adhered to Schedule / Total Scheduled Time) x 100

= (440/480) x 100

= 91.7%

This means the agent followed their schedule 91.7% of the time, which is quite good. 

Benefits if measuring adherence to schedule metric:

• Reduce staffing gaps during peak times: Low adherence often means agents are unavailable when call volumes spike, leading to longer wait times. Monitoring this metric helps you identify and address attendance issues to improve coverage.
• Spot trends in unplanned downtime: Frequent deviations from the schedule, such as long breaks or early logouts, may point to disengagement or dissatisfaction among agents. Use this insight to investigate the root cause and make necessary adjustments.
• Improve overall team efficiency: High adherence ensures agents are ready to handle calls as planned, reducing customer frustration and increasing overall service consistency. This creates a more predictable workflow for both agents and managers.

16. Agent Turnover Rate

Agent Turnover Rate measures how frequently agents leave your call center over a specific period. It highlights how well your company retains employees and shows whether workplace conditions, pay, or other factors might be causing dissatisfaction.

The formula to calculate the metric is:

For example, if your call center had an average of 200 agents during a year and 40 of them left, the calculation looks like this:

Agent Turnover Rate = (Number of Agents Who Left During the Period / Average Number of Agents During the Period) x 100

= (40/200) x 100

This means 20% of your workforce turned over during the year.

Benefits if measuring agent turnover rate:

• Spot patterns in agent dissatisfaction: A high turnover rate often signals deeper issues, such as poor work-life balance, inadequate support, or lack of growth opportunities. Tracking this metric helps you pinpoint the root causes of attrition and address them proactively.
• Improve recruitment and onboarding practices: Monitoring turnover shows whether new hires are staying long-term or leaving shortly after joining. If many agents quit within their first few months, you might need to improve your hiring process or enhance your onboarding program.
• Reduce costs associated with hiring and training: High turnover increases recruitment and training expenses. Lowering this rate saves money and ensures you retain experienced agents who contribute to better customer interactions.

17. Training Effectiveness Score

Training Effectiveness Score measures how well training programs prepare agents to handle their tasks. This metric evaluates whether agents apply what they’ve learned during training and if it leads to measurable improvements in performance, customer satisfaction, and operational metrics.

There is no universal formula, but you can calculate this score by combining feedback surveys, performance improvements, and other relevant indicators:

For instance, if you assess training by collecting post-training surveys and monitoring improvements in metrics like FCR and AHT, and the total possible score for all measurements is 500 points, but your agents achieve 400 points, the calculation looks like this:

Training Effectiveness Score = (Sum of Feedback and Performance Metrics / Total Possible Score) x 100

= (400/500) x 100

= 80%

This score indicates that the training is working well but may need adjustments to achieve even better outcomes.

Benefits if measuring Training Effectiveness Score:

• Identify gaps in training content: A low score highlights areas where agents feel unprepared or struggle to apply the skills they learned. For example, if agents struggle with advanced troubleshooting, you can revise the training material to focus more on this topic.
• Measure the impact of training on performance: Use this score to link training efforts to real-world improvements like shorter handle times or higher customer satisfaction. If metrics don’t improve, you can refine your training program or consider alternative methods.
• Understand agent feedback: Collecting feedback from agents after training provides direct insight into what worked and what didn’t. Addressing their concerns can make future sessions more impactful and engaging.

18. Agent Idle Time

Agent Idle Time measures the amount of time agents remain available but are not handling calls or performing after-call work. This metric focuses on understanding how well agent time is used during their shifts and identifying periods of underutilization.

Here’s the formula to calculate it:

For example, if an agent has a scheduled shift of 8 hours (480 minutes) and spends 60 minutes waiting between tasks, the calculation looks like this:

Agent Idle Time = (Total Idle Time / Total Scheduled Time) x 100

= (60/480) x 100

= 12.5%

This means the agent spent 12.5% of their scheduled time idle.

Benefits of measuring agent idle time: 

• Identify overstaffing during specific shifts: High idle time across multiple agents often indicates overstaffing. Adjusting schedules based on call volume can help balance workloads and reduce idle periods.
• Spot inefficiencies in call routing: If agents remain idle despite high call volume, routing or distribution issues may prevent calls from reaching available team members. Tracking this metric helps uncover these inefficiencies.
• Improve agent engagement: Prolonged idle time can lead to boredom or disengagement. By reducing idle periods, you keep agents active and motivated while ensuring they contribute more during their shifts.

19. First Response Time (FRT)

First Response Time measures how long it takes for your team to respond to a customer after their initial contact. This metric applies to various channels, such as email, live chat, or social media, and reflects how quickly your team acknowledges customer issues.

The formula to calculate FRT is:

So, for example, if your team handles 200 customer queries in a day and spends a total of 2,000 minutes sending first responses, the calculation looks like this:

FRT = Total Time Taken to Send First Response / Total Number of Queries

= 2000/200

= 10 minutes

This means, on average, customers wait 10 minutes to receive an initial response, which may work well for some channels but could be too long for live chat or phone support.

Benefits of measuring First Response Time (FRT)

• Address delays in customer interactions: High response times show where customers face delays in getting help. For example, if FRT for email queries exceeds 24 hours, it may indicate the need for more agents or better workload distribution.
• Improve customer satisfaction: Responding faster makes customers feel heard and valued. Reducing FRT helps create a better experience, especially in time-sensitive situations like complaints or billing errors.
• Monitor staffing needs during busy times: Spikes in FRT during peak hours may show a need for extra support or better scheduling. Adjusting resources helps your team respond quickly even when demand increases.

D. Financial and ROI Driven Metrics

Financial and ROI-driven metrics focus on how well your call center balances costs and revenue. These metrics help you understand the financial impact of your operations and make decisions that save money, increase efficiency, and maximize returns.

Tracking these numbers shows whether your resources are being used wisely and where you might need to adjust spending to get the best results.

Let’s look at some of these metrics in detail:

20. Cost per Call

Cost per call measures how much your call center spends on average to handle a single customer interaction. This metric helps you monitor operational expenses and find ways to reduce costs while maintaining service quality.

The formula to calculate this is:

For instance, if your call center spends $100,000 in a month and handles 10,000 calls, the calculation looks like this:

Cost per Call   = Total Operating Costs/Total Calls Handled

= 100,000/10,000

= 10 dollars

This means it costs $10 on average to handle each call.

Benefits of tracking Cost per Call:

• Spot inefficiencies in spending: High costs often highlight areas where resources are being wasted, such as overstaffing or underutilized software. Reducing these inefficiencies lowers expenses without sacrificing service quality.
• Compare performance across teams or channels: Use this metric to see if certain teams or communication channels, like email or live chat, handle customer interactions at a lower cost. For example, live chat may cost less per interaction compared to phone support.
• Plan budgets more accurately: Tracking this metric gives you a clearer picture of where your money goes and helps you allocate resources effectively. If costs rise due to increased call volume, you can adjust your budget to cover additional needs.

21. Revenue per Call

Revenue per call measures the average income generated from each customer interaction. This metric shows how well your team converts calls into sales or retains customers who contribute to recurring revenue. Tracking this helps you understand the financial impact of your call center.

Here’s how to calculate Revenue per Call:

For example, if your team generates $50,000 in revenue during a month and handles 5,000 calls, the calculation looks like this:

Revenue per Call = Total Revenue Generated/Total Calls Handled

    = 50,000/5,000

    = 10 dollars

This means each call, on average, contributes $10 to your revenue.

Benefits of tracking Revenue per Call:

• Measure sales team performance: Low revenue per call highlights areas where sales agents might struggle to convert opportunities. For example, if agents frequently miss upselling chances, you can provide targeted training to improve their skills.
• Assess the financial impact of customer service efforts: Use this metric to see how calls from support teams retain revenue. Calls that prevent customer churn indirectly contribute to revenue growth, even if no direct sales occur.
• Optimize call center processes for profitability: Comparing this metric across campaigns or teams helps you identify which processes or practices generate the most revenue. For example, you might find that shorter calls with effective cross-selling strategies increase overall profitability.

22. Upsell and Cross-Sell Rates

Upsell and Cross-Sell Rates measure how often agents convince customers to purchase additional products or upgrade their current services during interactions. This metric tracks the success of generating additional revenue through existing customer relationships.

Here’s how to calculate the metrics:

For example, 

If agents had 500 opportunities to upsell and successfully closed 150 of them, the calculation looks like this:

Upsell Rate = (Number of Successful Upsells / Total Number of Opportunities) x 100

        = (150/500) x 100

        = 30%

Similarly, if agents had 300 opportunities for cross-selling and successfully converted 75 of them:

Cross-sell Rate = (Number of Successful Cross-Sells / Total Number of Opportunities) x 100

  = (75/300) x 100

  = 25%

Benefits of tracking Upsell and Cross-sell Rates:

• Spot missed revenue opportunities: Low rates suggest agents might be struggling to identify or act on opportunities to offer additional products. For example, agents may hesitate to suggest an upgraded package or add-ons during calls, which indicates a need for training or revised scripts.
• Improve customer engagement: Successful upselling and cross-selling rely on understanding customer needs. Tracking these metrics shows whether agents build trust during calls and suggest products that genuinely benefit customers.
• Optimize sales strategies: Analyzing this data helps you identify which products or services are easier to upsell or cross-sell. Sharing these insights with agents lets them focus on the most relevant offers for different customer segments.

23. ROI of Call Center Software

The ROI (Return on Investment) of call center software measures the financial returns generated from using the software compared to the cost of implementing and maintaining it. This metric helps you assess whether the software contributes positively to your operations and justifies its expense.

To calculate this metric, simply use the formula:

For example, If your call center software generates $200,000 in measurable benefits (e.g., reduced operational costs, increased revenue) and costs $50,000 annually, the calculation looks like this:

ROI (%) = [(Net Benefits from Software−Total Cost of Software) / Total Cost of Software] x 100

  = [(200,000 – 50,000) / 50,000] x 100

  = 300%

This means the software returns three times the amount spent on it, indicating a strong ROI.

Benefits of tracking this metric:

• Evaluate software effectiveness: A low ROI indicates the software may not meet your needs or provide sufficient value. For example, if expensive features go unused or fail to improve efficiency, you might consider switching providers or renegotiating your plan.
• Optimize operational spending: High ROI helps you understand which software investments deliver the most value. For instance, automating repetitive tasks like call routing or reporting may reduce costs while freeing agents to focus on high-value interactions.
• Support future software decisions: Tracking ROI provides concrete data to justify new purchases or upgrades. By understanding the financial impact of current software, you can make smarter decisions when choosing tools in the future.

24. Total Operating Costs

Total Operating Cost measures the overall expense required to run your call center, including salaries, training, technology, utilities, and other operational costs. Tracking this metric helps you understand where your money goes and identify opportunities to reduce expenses while maintaining quality.

There is no single formula for Total Operating Cost since it involves summing up all relevant expenses:  

For example, if your call center spends on:

• Salaries and Benefits: $100,000
• Technology: $20,000
• Utilities: $10,000
• Training: $5,000
• Other Expenses: $15,000

Then the Total Operating Cost would be:

Total Operating Cost=100,000+20,000+10,000+5,000+15,000=150,000 dollars

This amount gives you a clear view of how much it costs to keep your call center running.

Benefits of tracking total operating costs:

• Control unnecessary spending: Tracking all expenses helps you spot wasteful spending. For example, if technology costs seem high compared to usage, you can renegotiate contracts or switch to more cost-efficient solutions.
• Understand cost drivers during peak periods: Monitoring operating costs during busy months shows where you spend the most. If salaries or overtime costs rise significantly, you can adjust staffing plans to manage demand more efficiently.
• Evaluate cost-efficiency against revenue: Comparing Total Operating Cost to metrics like revenue per call or ROI helps you see if your spending aligns with your business goals. For instance, if costs rise but revenue doesn’t, it signals the need for changes in processes or technology.

E. Advanced Metrics

Advanced metrics track insights that go beyond the basics, focusing on trends, predictive analysis, and emerging technologies like AI and automation. These metrics help you make smarter decisions by identifying patterns, anticipating issues, and optimizing processes in ways traditional metrics can’t.

Use these metrics to find growth opportunities, enhance your call center’s efficiency, and prepare for future challenges:

25. Omnichannel Engagement Rate

Omnichannel Engagement Rate measures how well customers interact with your brand across multiple communication channels, such as phone, email, live chat, social media, or self-service platforms. This metric tracks the percentage of customer interactions that occur through integrated channels, helping you assess the effectiveness of your omnichannel strategy.

Here’s the formula to calculate the metric:

For example, if your call center records 10,000 customer interactions in a month and 4,000 of them occur across multiple channels (e.g., a customer starts with live chat and follows up with a phone call), the calculation looks like this:

Omnichannel Engagement Rate (%) = (4000 / 10,000) x 100

= 40%

A 40% engagement rate shows that nearly half of your customers use more than one channel to interact with your brand.

Benefits of tracking Omnichannel Engagament Rate:

Understand customer preferences across channels: A low engagement rate might show that customers find it difficult to switch between channels or that certain channels aren’t well integrated. Improving channel connectivity and consistency can make transitions seamless.

Spot channel-specific inefficiencies: Comparing engagement rates between channels highlights areas where customers encounter friction. For instance, if self-service tools have low usage but call volumes remain high, simplifying or promoting those tools might shift more interactions online.

Improve customer satisfaction with seamless experiences: High engagement rates reflect the success of an integrated omnichannel strategy. When customers can switch between channels without repeating themselves, they feel more satisfied with the experience.

26. AI Assistance Utilization Rate

AI Assistance Utilization Rate measures how often agents use AI tools, such as chatbots, predictive analytics, or AI-driven suggestions, during customer interactions. This metric shows how well your team integrates AI tools into their workflows and identifies areas where these tools provide value.

Here’s the formula to calculate it:

If your team handles 8,000 interactions in a month and uses AI tools to assist with 3,200 of them (e.g., chatbots providing solutions, AI generating suggested responses), the calculation looks like this:

AI Utilization Rate (% )= (3,200 / 8,000) x 100

= 40%

Benefits of tracking this metric:

• Identify underused tools: Low utilization rates show that agents or customers might not trust or understand AI tools. For example, if agents ignore AI-suggested responses, providing better training or refining the tool’s suggestions might help increase usage.
• Improve tool effectiveness: Comparing utilization rates across teams or tasks helps you find where AI tools work best. If predictive analytics tools see high usage in sales but low usage in support, tweaking them for support use cases could increase adoption.
• Measure the impact of AI on efficiency: Tracking this metric helps you see whether AI tools reduce handling times or improve resolution rates. For instance, if higher AI usage correlates with shorter call times, it shows the tool’s value in streamlining processes.

27. Personalization Index

Personalization Index measures how well your team customizes customer interactions based on their preferences, past behavior, and history with your brand. This metric shows how much your efforts to make interactions unique and relevant resonate with your customers.

There isn’t a single formula for Personalization Index, as it often combines customer feedback, repeat purchase rates, or engagement metrics. For example:

Let’s say if you measure personalization by tracking customer feedback scores, repeat purchase rates, and cross-sell conversions, and achieve a combined score of 85 out of a possible 100, the index would look like this:

Personalization Index = (85 / 100) x 100

= 85%

An 85% index shows strong personalization efforts but may highlight areas for improvement.

Benefits of tracking Personalization Index:

• Improve customer satisfaction with tailored experiences: Low scores might show that customers feel interactions are generic or repetitive. For example, failing to reference a customer’s previous purchase history during a call might frustrate them. Using better CRM tools can help improve this.
• Spot patterns in customer behavior: High personalization often leads to better engagement and loyalty. Tracking this index helps you find which personalization strategies work best, such as proactive recommendations or personalized follow-ups.
• Increase conversion rates with relevant suggestions: Personalized interactions often lead to higher cross-sell and upsell success. Tracking this index shows whether these efforts align with customer expectations, allowing you to refine offers.

28. Predictive Analytics Accuracy

Predictive Analytics Accuracy measures how well your call center forecasts customer needs, behavior, or outcomes using data-driven models. This metric assesses the precision of tools like AI-powered analytics or machine learning algorithms in anticipating customer actions, enabling proactive responses and better planning.

To calculate this, use the formula

For instance, if your predictive tool forecasts 1,000 customer outcomes (e.g., call resolution likelihood or churn risks) and 850 of those predictions are accurate, the calculation looks like this:

Predictive Analytics Accuracy (%) = (850/1000) x 100

      = 85%

An 85% accuracy score reflects a highly reliable predictive system.

Benefits of tracking Predictive Analysis Accuracy

• Proactively address customer needs: High accuracy allows you to anticipate common issues before they arise. For example, predicting when customers might need follow-ups or additional support helps reduce complaints and improve satisfaction.
• Refine forecasting models: Tracking accuracy over time highlights where predictions succeed or fail. Adjusting models based on errors ensures they align better with customer behavior and trends.
• Optimize resource allocation: Reliable predictions help you plan staffing and training needs. For instance, if analytics suggest an increase in support requests during a product launch, you can prepare your team in advance.

29. Proactive Support Rate

Proactive Support Rate measures how often your team addresses customer issues before they reach out for help. This metric tracks your efforts to anticipate needs, provide solutions in advance, and reduce the need for customers to initiate contact.

To calculate this metric, use the formula:

For example, if your team engages in 500 proactive interactions out of 2,000 total customer interactions during a month, the calculation looks like this:

Proactive Support Rate (%) = (500/2000) x 100

        = 25%

A 25% rate shows that one in four customer interactions comes from proactive efforts.

Benefits of tracking Proactive Support Rate:

• Reduce inbound inquiries: Proactive support helps you address potential issues before they escalate. For example, sending alerts about scheduled maintenance or service outages reduces the volume of related inquiries.
• Improve customer trust and loyalty: Customers feel valued when you anticipate their needs. Reaching out with useful information, like personalized product recommendations or updates, creates a better overall experience.
• Identify recurring issues: Proactive interactions often highlight patterns in customer challenges. For instance, if agents consistently resolve a common billing error before customers report it, you can streamline processes to eliminate the issue entirely.

30. Call Sentiment Analysis Score

Call Sentiment Analysis measures the emotional tone of customer interactions by analyzing words, tone, and speech patterns during calls. This metric helps you understand how customers feel during and after their conversations with your team, providing valuable insights into satisfaction and overall experience.

Sentiment analysis typically uses AI tools to classify calls into positive, neutral, or negative categories. Then if you’d like to calculate the rate of positive call sentiment analysis, use this formula:

For example, if your system analyzes 1,000 calls in a month and categorizes 700 as positive, the calculation looks like this:

Positive Sentiment Rate (%) = (700/1000) x 100

= 70%

This means 70% of your calls leave customers with a positive impression.

Benefits of tracking Positive Sentiment Analysis:

• Spot and address negative trends early: Frequent negative sentiment indicates dissatisfaction with your service. For example, if many calls about billing have a negative tone, you can investigate and fix the underlying issues.
• Improve agent training: Analyzing sentiment helps you identify areas where agents struggle to connect emotionally with customers. For instance, low scores on empathy-related calls might highlight the need for soft-skills training.
• Measure the success of new processes: Track sentiment before and after implementing changes, like introducing a new call script or tool. Rising positive sentiment shows the change has improved the customer experience.

F. Metrics for Sustainability and Diversity

Metrics for sustainability and diversity measure how well your call center creates an inclusive workplace while reducing its environmental impact. These metrics help you track efforts to build a diverse team, promote equity, and minimize your carbon footprint.

Using these metrics ensures your call center contributes to a fairer workplace and a greener future, aligning with the values of employees, customers, and stakeholders.

31. Carbon Footprint of Call Center Operations

The Carbon Footprint of Call Center Operations measures the total greenhouse gas emissions produced by activities such as energy use, commuting, data centers, and office supplies. This metric helps you track your environmental impact and find ways to reduce it.

Here’s the formula to calculate it:

For example, If your call center consumes 10,000 kWh of electricity in a month and the emission factor for your energy source is 0.5 kg CO₂e/kWh, your emissions from energy usage are:

Carbon Footprint (kgCO₂e) = 10,000 x 0.5

        = 5000 kgCO₂e

Adding emissions from commuting, waste, and other sources, your total carbon footprint could be calculated and reduced accordingly.

Benefits of tracking Carbon Footprint of Call Center Operations:

• Identify high-impact areas: Monitoring emissions from energy use, transportation, and office supplies highlights where to focus reduction efforts. For example, switching to renewable energy or promoting remote work can cut emissions significantly.
• Reduce operational costs while cutting emissions: Lowering your carbon footprint often aligns with cost savings. Upgrading to energy-efficient equipment or reducing business travel helps reduce both emissions and expenses.
• Align with sustainability goals: Tracking this metric helps you meet organizational sustainability targets, attract environmentally conscious clients, and comply with regulations aimed at reducing emissions.

Best Practices for Tracking Call Center Metrics and KPIs

When you track these call center metrics, you  improve your ability to manage performance, meet customer expectations, and enhance operational efficiency. Using the right strategies ensures you focus only on meaningful data and take actionable steps to improve results. Here’s how to make the most of your metrics:

1. Avoid vanity metrics: Focus on what truly matters.

Avoid spending time on metrics that don’t drive results or customer satisfaction. For instance, tracking the total number of calls might not reveal actionable insights if it’s not tied to quality metrics like resolution rate or customer satisfaction. So, choose the metrics that value your business the most. For instance, with Hiver you can create custom dashboard that let’s you highlight the metrics important to you and eliminate noise.

2. Set realistic benchmarks for each metric.

Compare your current performance with industry standards to set achievable goals. For example, as per industry benchmark, aim for a first response time of under 5 minutes for live chat and 24 hours for email support.

3. Align metrics with your goals.

Focus on metrics that directly impact your objectives. For example, if your goal is to improve customer retention, prioritize metrics like CSAT and NPS. With Hiver, you can automate collecting the CSAT score from your customers after every query is resolved. 

4. Visualize your data for clarity

Use visual dashboards to make metrics easy to understand. Hiver’s analytics dashboard presents data through clear visuals like graphs and charts. This helps managers and teams quickly spot trends and performance gaps.

Choose the Metrics and KPIs that Work for You

Tracking call center metrics goes beyond collecting data. Use the insights to improve processes, support your team, and create better experiences for your customers. Also, dont forget to choose metrics that align with your goals. Review them regularly, and share findings with your team to drive real progress.

And if you’re looking for a tool that will help you track these metrics, you might want to check out Hiver. Hiiver’s analytics make this process straightforward by automating data collection, generating actionable reports, and highlighting areas that need attention. 

And the best part is, Hiver works right from your inbox so you dont have to spend a lot of time learning how to use the tool. 

Sign up for its forever free plan.

Frequently Asked Questions (FAQs)

1. Why is tracking call center KPIs important?

Tracking KPIs helps you:

• Spot trends and identify problems early.
• Improve customer satisfaction by addressing weak points.
• Measure agent performance and provide targeted training.
• Align your operations with business goals.

2. How do I reduce Average Handle Time (AHT) without affecting quality?

To reduce AHT, focus on strategies like:

• Use AI tools to take care of common or frequently asked questions.
• Simplify workflows by automating repetitive tasks.
• Provide self-service options to resolve straightforward queries.

3. Can small call centers track advanced metrics?

Yes! Begin with measuring primapry metrics like FCR, CSAT, and AHT. As you grow, expand to advanced metrics like sentiment analysis or predictive analytics.