Customer service &
Call center KPI-s
Make data-driven decisions about your customer service operations based on real-time and historical call reports.
What you can learn:
✓ Evaluating call center operations: the most important performance metrics
✓ Assessing agent performance at team level or broken down to individual agents
✓ Measuring customer satisfaction in call centers: key metrics that matter
Key performance indicators (KPI-s)
for evaluating call centre operations
If you want a complete view of how your call centre is performing, the following metrics are worth monitoring. With ArenimTel, these KPIs are instantly visible on the real-time dashboard and can also be accessed from reports with just a few clicks.
Service Level
One of the most commonly used KPIs, it represents the percentage of incoming calls answered within a predefined ringing time threshold.
First Minute Answer
Ongoing monitoring of this KPI is essential to ensure that incoming calls are answered within the required time limits.
Average Wait Time
This metric is typically expressed in seconds and represents the time elapsed between the call being received and the call being connected to an agent.
Longest Wait Time
This metric indicates the maximum waiting time experienced by a customer before the call was answered by an agent.
Abandon Rate
This metric represents the percentage of calls abandoned by callers before being answered by an agent.
Average
Abandon Time
The average call abandonment time shows how long callers waited before terminating the call.
Average Call Length
Average talk time is a metric that should be monitored and reported both across the entire call centre and at individual team level.
After Call Work Time
The ACW KPI indicates the amount of time an agent needs to spend on post-call administration or other follow-up activities.
Agent Utilization
This metric shows managers how much of an agent’s total working time is spent on calls or on call-related after-work.
Sales Conversion Rate
The conversion rate measures how effectively the sales team turns leads into customers.
Total Outbound Calls
This metric indicates the total number of outbound calls made by the team or an individual agent within a defined time period.
Total Inbound Calls
The number of inbound calls shows how many incoming calls were handled by the team or by a specific agent during a given period.
Agents Logged In
This metric indicates the number of agents logged into the system within a defined time period.
Agents Ready
This metric indicates the number of agents who were available to handle calls during a defined time period, excluding those on break or in after-call work, and including only logged-in agents.
Live Calls
This metric indicates the number of agents actively handling calls within a defined time period or at a specific moment.
Calls Waiting
This metric compares the current agent capacity with the number of calls waiting to be assigned to an agent.
Callback Requested
It shows how many customers requested a callback by providing their phone number. Managers should monitor whether callbacks are actually made at the scheduled time.
Abandoned Calls
This KPI measures the volume of calls that could not be handled by customer service agents due to operational constraints or other shortcomings.
Peak Hour Traffic
This metric supports effective workforce allocation, enabling managers to focus agent capacity on peak periods to maximize call handling.
Peak Day Traffic
It tracks the number of calls received over the past 7 days, helping managers identify trends and determine the periods with the highest and lowest call volumes.
Call Arrival Rate
This metric monitors inbound call volume over the past 30 days, enabling managers to identify trends and peak or low-traffic periods.
Call centre agent performance evaluation and related KPIs​
Monitor and evaluate agent performance at team level or broken down to individual agents.
On-Hold Time
It shows how long the agent placed the caller on hold, for example while checking information.
Call Transfer Rate
Some call centers track the rate of transferred calls, which may result from agent error, customer requests, or incorrect IVR menu selection.
Calls Waiting
This is a real-time statistic that should be accessible to agents as well, enabling them to track performance.
First Call Resolution
This KPI represents the percentage of issues resolved on the first call.
Average Call Length
Average talk time is a metric that should be tracked and reported for the entire call center as well as for individual teams.
After Call Work Time
This KPI indicates the amount of time an agent needs to spend on post-call administration or other follow-up activities.
Average Handling Time
Average handling time is a metric that should be tracked and reported for the entire call center as well as for individual teams.
Calls per Hour
The calls-per-hour metric reflects the effectiveness of the calling team by showing how many customers or leads are contacted per hour on average.
Call Set up Success Rate
Call Set up Success RateThis metric indicates the rate of successful outbound calls within a defined period and supports the setting of appropriate performance targets.
Sales Conversion Rate
The conversion rate measures how effectively the sales team turns leads into customers.
Sales per Agent
This KPI measures sales effectiveness by relating the number of successful sales to the total call volume.
Average Sales per Agent
Tracking this KPI at agent level allows managers to assess how efficiently each agent closes deals and meets defined performance targets.
Agent Schedule Adherence
This metric shows how effectively an agent manages their working time across different activities.
Total Calls Handled
Combined with the total successful sales metric, this KPI provides insight into how efficiently agents receive calls and handle callers.
Agents Logged In
It shows how many agents were logged into the system during a given period.
Agents Ready
It shows how many agents were available or ready to take calls during a given period (i.e. logged in and not on break or in after-call work status).
Live Calls
This metric indicates the number of agents actively handling calls within a defined time period or at a specific moment.
Customer satisfaction KPIs for call centers
Analyze and improve customer satisfaction and experience using the metrics below.
Longest Wait Time
It shows the longest time a customer had to wait before an agent answered the call.
Average
Abandon Time
The average call abandonment time shows how long callers waited before terminating the call.
On-Hold Time
It shows how long the agent placed the caller on hold, for example while checking information.
Average
Callback Time
This metric shows the average amount of time it took for an agent to call the customer back.
Net Promoting Score
It indicates the likelihood that customers would recommend the company, product, or service to a friend or colleague.
Customer Experience
This metric provides managers with feedback on agent performance. It is particularly important, as agents have a direct impact on how the company is perceived by customers.
Call Transfer Rate
Some call centers track the rate of transferred calls, which may result from agent error, customer requests, or incorrect IVR menu selection.
Calls Waiting
This metric compares the current agent capacity with the number of calls waiting to be assigned to an agent.