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 Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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