Contact Center Key Performance Indicators

There are many measures used in Contact Center Operations; the following are used frequently.

Schedule adherence is measured by taking the total time a call center agent is available and dividing it by the time they are scheduled to work, expressed as a percentage. Schedule adherence can take into account time spent on breaks or doing non-call related work.

Average Handle Time (AHT)
Average Handle Time is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and any related tasks that follow the customer transaction (hanging up). AHT is a prime factor when deciding call center staffing levels.

Average Speed to Answer (ASA)
Average Speed of Answer is the average amount of time it takes for contacts to be answered in a contact center during a specific time period.

Contact Quality
Typically the act of monitoring a Representative as they interact with a Customer, or listening to a recording of the Contact engagement.

Cost per Call
Same as cost per Contact. Divide total operational costs by the total number of Calls or Contacts for a given period of time.

Cost per Customer
Divide total Operational costs by the number of Customers served in the Contact Center, for a given period of time.

Customer Experience (CX)
A broadly defined term affected by business and service type, CX is about providing a useful, usable, and enjoyable experience to every customer, on every device, across every point of interaction — in a way that fulfills the expectations set and the promises made by an Organization and its brand(s).

Customer Satisfaction (CSAT)
In a Contact Center, CSAT is a measure of how the service provided by a Contact Center meet or surpass customer expectations. Expectations may be defined as open ended, or aligned with promises made by the product or service that was the basis for the contact, brand promises, and perceived helpfulness of the Contact Center Representative. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a Contact Center exceed specified satisfaction goals."

First Call Resolution (FCR)
FCR is properly addressing the customer's need the first time they contact, thereby eliminating the need for the customer to follow up again on the same subject or issue.

Forecast Accuracy
Forecast Accuracy measures the difference between expected and actual contact volumes for a given time period. A metric used in sizing operations to support demand.

Net Promoter Score (NPS)
In a Contact Center, Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's Contact Center services to others. It is used as a proxy for gauging the customer's overall satisfaction and loyalty to the brand.

Service Level
Service level is defined as the percentage of calls answered within a predefined amount of time—target time threshold. For example, a Contact Center must achieve a Service of answering Contacts in 30 seconds or less. A Service Level score of 80% means that 80% of all Contacts were answered in 30 seconds or less. It's important to note this measure counts all Contacts, including those Contacts who hung up even before 30 seconds time elapsed.

Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. There are many reasons that can cause shrinkage both in office and out of office — sick day, vacation, bathroom, and meetings are examples.

For more information, please contact us at