Call Center Metrics (Key Performance Indicators)

Here you’ll find a comprehensive list of the most critical key performance indicators for measuring quality and productivity in a call center. 


  • First-Call Resolution
  • Response Time and Quality
  • Average Speed of Answer
  • Abandoned  Calls
  • Forecasted Call Load vs. Actual
  • Scheduled Staff vs. Actual
  • Adherence to Schedule
  • Average Handling Time (AHT)
  • Occupancy and Productive/Nonproductive
  • Cost per Call 
  • Average Call Value
  • Customer Satisfaction
  • Employee Turnover
  • Overall Call Center ROI

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Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.

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