10 call center KPIs you should track include indicators that reflect all three aspects of operations: speed (FRT, AHT, abandonment rate), results (FCR, resolution time, SLA breach), and quality (CSAT, QA score, NPS, agent occupancy). There's no need to track them all at once — choose 5-6 metrics that are scaled, measured weekly, and compared against each other. Zenify recorded a 35% reduction in processing time (approved) for businesses according to the correct KPI.
TL;DR
- 10 KPI: FRT, AHT, abandon, FCR, resolution, SLA, CSAT, NPS, QA, occupancy.
- Three groups: speed, results, quality.
- Don't track them all — choose 5-6 KPIs that are appropriate for the scale.
- KPIs must be compared, not discrete.
- Measure weekly, act on the data.
Speed group
1. First Response Time (FRT)
First response time. Target <15 minutes. Measure agility (see What is FRT).
2. Average Handling Time (AHT)
Average time to process an interaction (conversation + paperwork). Balance with quality — don't be "fast but meaningless".
3. Abandon rate
Rate of customers leaving while waiting (call waiting, chat waiting). High = long waiting time for customers, lack of staff on duty.
Result group
4. First Contact Resolution (FCR)
First-time resolution rate, no need for customers to contact again. High FCR = customers don't have to work hard (see What is CES).
5. Resolution time
Time to complete problem resolution (not just response). Different from FRT — FRT is the start, resolution is the end.
6. SLA breach rate
Time commitment violation rate. Target <5% (see SLA breach rate).
Quality team
7. CSAT
Post-transaction satisfaction. Measure after settlement (see CSAT vs NPS vs CES).
8. NPS
Loyalty, referrals. Measure periodically (see What is NPS).
9. QA score
Conversation quality according to standards (see QA in Customer Service).
10. Agent occupancy
Ratio of time employees are actually busy vs waiting. Too high (>85%) = exhaustion; too low = waste of resources.
How to choose KPIs for small scale
Small team (1-5 people) — start with 5 KPIs:
FRT + Resolution time + CSAT + QA score + SLA breach
When larger: add abandon rate, FCR, occupancy.
Principles:
KPIs must compare each other — good FRT but low CSAT = fast but poor quality.
Measure weekly, don't wait for the end of the month.
Each KPI must lead to action — not measure for "show".