Are you practicing these 5 Most Important KPIs for Call Center

Call Center KPIs are essential metrics to monitor and evaluate the performance of this type of business. By relying exclusively on the performance of the agents, it is essential to control key aspects such as customer satisfaction and staff productivity. Thus, it is possible to control the quality of our service, measure the work of our agents and ultimately our entire company.

Carrying this control is an important task for anyone in charge of personnel management. So that you have a clear idea or simply refresh your knowledge, in this article we will remember which are the main ones.

What are the 5 most important KPIs in a Call Center

When talking about the most important thing to measure in a Call Center, customer satisfaction appears as a prominent metric. Although there is a KPI that deals only with this factor, others can influence it. Next, we will see the 5 most important metrics to consider in a call center and / or contact center operation.

1. Customer Satisfaction

This metric is one of the most important for Call Centers. In fact, more than 95% of professionals in the sector believe that this should be the most relevant indicator.

Measuring the satisfaction that a client may have after receiving a service from your company is not complicated. One of the simplest methods to determine this is to conduct a survey or send a form via email.

This survey may include questions such as: How satisfied are you with the service provided? Establishing ratings from 1 to 5. Subsequently, an average score would be calculated from all the answers obtained.

2. First Call Resolution (RPL)

No KPI has a greater impact on customer satisfaction than the resolution of the problem on the first call. Research indicates that every 1% improvement in the RPL is equal to 1% improvement in customer satisfaction.

As a leader in the management of your staff, you must ensure that your workforce reaches levels of more than 80% resolution on the first call. By achieving this, you will gain an increase in the productivity of your call center, as well as benefits.

3. Service Level / Response Time

These are classic KPIs when managing a call center. It is essential for your business to know how accessible the call center is. That is, how many agents do you need to provide an efficient service or compare your service with that of your competition? The level of service is defined as follows:

  • X% of the contacts answered in Y seconds.
  • As an example we have:
  • 80% of the calls that your team attends in 30 seconds.
  • The response time is defined as:
  • 100% of contacts handled within N ° of days / hours / minutes

4. Adherence to the Schedule

This measure tells us about how much time, during the turn of one of your connected agents, he is managing contacts or at least he is available to do so. Most call centers choose an adhesion target that is in the range of 85% to 90%.
In this way, the adhesion is composed:

Time dedicated to the interaction with the clients + time dedicated to the work after the call + the necessary outgoing calls and the waiting for the calls to be received. Lunch time, breaks and training are not counted as time allocated to handle contacts. Therefore, it is not taken into account for the measurement of these metrics.

5. Contact Quality

This is a very common and critical customer-centric performance measure in all call centers. The centers monitor the quality of contacts as a high-level metric for the entire center. In addition, it also uses it as a measure of performance of individual agents.

Contact quality is generally assessed through monitoring and recording of agent interactions with other people. These people can be clients, quality control specialists or supervisors. To do this, a comprehensive evaluation form is used.


The KPIs of the call center that your company adopts have an impact on the customer experience that is important to consider. Of course, not all metrics can completely focus on the client. You also have to consider operating costs and business needs. Nor should you focus strictly on productivity metrics and manage your call center primarily as a cost center.

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