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