6 Most Important Call Centre Metrics

By Angus McDonald - 02/12/2020 8:01:00 AM

Despite the advancements in IM and artificial intelligence, call centres remain essential to most operations. Some things just can’t be resolved over email. It’s crucial, then, that you maintain optimal productivity and efficiency in your call centre. Creating a good process and hiring competent employees is a good start, but where do you go from there?

You must track and monitor your call centre’s performance to improve it. The following are some of the most important metrics to pay attention to and take advantage of.


Firstly, there are several numbers you should track that tell you how each agent is performing. Looking at all of these about one agent tells you if they’re meeting expectations, exceeding them, or lacking in skills and knowledge.

Average Call Time

This is how long they spend on the phone. While you can’t expect every call to last the same amount of time, there should be a reasonable range.

If they’re spending too long, this means they’re struggling to resolve issues promptly. If calls are frequently too short, they may not be resolving things at all.

After Call Work Time

There should also be a reasonable expectation for the necessary work after each call. This includes notifying the relevant departments, filling out paperwork, following up with another agent, etc.

Agents need some time to complete this process, but the time spent shouldn’t be excessive. If it is, you should find out why.

First Call Resolution

What percentage of issues do they resolve in the span of a single call? This is important to customers. In fact, 33% say that first call resolution is the most important part of customer service. So, first call resolution should be a priority. If your numbers are low, see what can be done to better prepare and educate agents.

call centre metrics


In addition to the performance of each agent, you must ensure your call centre as a whole is effective, efficient, and productive. The following numbers can help you figure out where you’re at.

Call Abandonment Rate

This is the number of customers who hang up before ever reaching an agent. Perhaps they can’t find the right department in your directory, or they were on hold for too long.

If customers aren’t reaching you, you don’t even have the chance to serve them well.

Call Block Percentage

This is the number of calls that don’t even go through. Ideally, a customer shouldn’t ever get a busy signal. Before rushing to put more agents on each shift (as this becomes costly) determine whether there are productivity issues to address first.

Possibilities range from agents struggling due to lack of information, and agents managing time poorly or using lines for personal reasons.

If you can rule these out, it might be time to hire more people.

Average Wait Time

This is the length of time customers spend on hold before getting through to someone. The shorter this is, the better. Too many long wait times also warrants an investigation into agent productivity.

Always Keep Track

These call centre metrics aren’t a one and done kind of deal. You should track these numbers consistently and watch for trends or patterns.

Do wait times spike during the holidays? Consider hiring seasonal help. Does one agent have consistently poor performance? It may be time to either retrain or re-evaluate that person. When used correctly these numbers hold the key to call centre success.


New call-to-action

Tags: Customer Success, Customer Service, Phone Systems, voip phone, call centre