What gets measured gets managed. Here are the 20+ metrics that define world-class call center performance, with benchmarks and improvement strategies.
**CSAT (Customer Satisfaction Score)**: Post-interaction survey score. Target: >90%. World-class: >95%.
**NPS (Net Promoter Score)**: Likelihood to recommend. Target: >50. World-class: >70.
**CES (Customer Effort Score)**: How easy was it to get help? Lower is better. Target: <2 on 5-point scale.
**FCR (First Contact Resolution)**: Issues resolved on first interaction. Target: >80%. World-class: >90%. This is the single most impactful metric.
**AHT (Average Handle Time)**: Total interaction time including hold and after-call work. Benchmark varies by industry. Don't optimize AHT at the expense of quality.
**ASA (Average Speed of Answer)**: Time to reach a live agent. Target: <20 seconds for voice, <30 seconds for chat.
**Abandonment Rate**: Callers who hang up before reaching an agent. Target: <5%. Above 8% indicates serious staffing issues.
**Service Level**: Percentage of calls answered within target time. Industry standard: 80/20 (80% of calls answered in 20 seconds).
**Occupancy Rate**: Time agents spend on customer-facing activities vs idle. Target: 80-85%. Above 90% leads to burnout.
**Schedule Adherence**: Are agents logging in and taking breaks on time? Target: >95%.
**Quality Score**: Composite score from QA evaluations. Target: >85%. World-class: >92%.
**Agent Turnover**: Annual attrition rate. Industry average: 30-45%. World-class: <20%.
**Cost Per Contact**: Total cost divided by interactions handled. Benchmark varies by channel and complexity.
**Revenue Per Agent**: For sales teams, total revenue generated per agent per month.
**Customer Retention Rate**: For retention teams, percentage of at-risk customers saved.
**Need help defining your KPI framework?** [Talk to our analytics team](/en/contact).
CALL IT DEV — Software, AI and dedicated tech teams — Casablanca | Madrid | Dubai — contact@callitdev.com — +212-537-373777