A call center that does not measure runs on gut feeling. At the same time, too many numbers without understanding only distract. Here are the KPIs that matter and how to read them.
1. Answer rate
How many incoming calls were answered. A low rate means customers who never reached you. Start here: it is the clearest sign of capacity.
2. Abandonment rate
Calls the customer hung up while waiting. Watch it by hour: the problem is usually at peak times, and the fix is shift planning, overflow to another team, or a callback option.
3. Service level
The share of calls answered within a set time. A common form is a target share of calls answered within a set number of seconds. Choose a target that fits your business and stick to it.
4. Average speed of answer and average handle time
- Average wait: how long customers wait before someone answers.
- Average talk time: shorter is not always better; a short call that does not solve the problem comes back.
5. First contact resolution (FCR)
Was the issue solved on the first call or chat? Measure it with wrap-up codes, or by tracking customers who get back in touch within a few days.
6. Customer satisfaction (CSAT)
A short survey after the call or chat. More important than the score: read the comments and follow up on low ratings.
7. Quality
Scorecards for calls: greeting, understanding the request, accurate information, closing. With AI you can score a much larger sample.
8. Do not forget the other channels
Customers call, message on WhatsApp and send e-mails. Measure first response and resolution time for chats and tickets with the same care, with clear SLAs.
How to start
- Pick only four KPIs at first.
- Show them on a live screen for supervisors.
- Review them weekly with the team and change one thing at a time.
How Klamna helps
The call center has a live wallboard, wrap-up codes and a satisfaction survey; quality has scorecards and AI scoring; and the report builder lets you build any KPI from calls, chats and tickets and schedule it by e-mail.