Top 12 Call Center Metrics to Measure Agent Performance

Top 12 Call Center Metrics to Measure Agent Performance

Call centers are an integral part of many companies around the globe.

These call centers are responsible for customer service daily. If these centers do not work efficiently, it affects the buying decisions of customers that ultimately impacts the company’s revenue.

To make sure that these call centers deliver high-quality services consistently, call center managers need to measure or track call center metrics or key performance indicators(KPIs).

These call center metrics tell how efficiently the call center is working and which are the areas that need the attention of the call center managers.

Here is the list of the top 12 call center metrics that need to be measured if you want to improve the agent productivity and provide the best customer service.

12 essential call center metrics

1. First contact resolution

First contact resolution (FCR) is an essential part of customer relationship with any company.

This metric is all about how well an agent can solve problems and answer questions of the prospect/clients in the first call itself.

It means fulfilling all your customer needs at the first call with the agent itself.

The metric is directly related to customer loyalty and call center profitability.

How to calculate FCR?

To measure FCR, you can divide the number of cases resolved during a single call by the total number of resolved cases.

But include only those issues that can be solved in the first call itself like cancellations, upgrades, etc.

2. Cost per call

Cost per call means the expenses related to running a call center.

This metric gives you insights on whether a call center is operating efficiently or not.

Based on this metric, you can allocate resources in the best possible way.

Commonly, companies set an ideal CPC and work to achieve and maintain this threshold.

How to calculate Cost per call?

To calculate the average cost per call, you need to divide the total cost associated with operating the business by the total number of calls handled.

3. Customer Satisfaction

Measuring customer satisfaction is a great way to identify your call center agent effectiveness.

This metric tells you how customers feel about your company, i.e., whether the customers are happy or not with the service of the company.

Customer satisfaction score is the most direct measure to tell if your call center is providing the service that your customers expect.

As a result, improving customr satisfaction score should be on high priority for your call center.

How to measure Customer Satisfaction effectively?

You can measure this score by using surveys in which you directly ask customers how much they are satisfied with the agents’ answers to their problems, how was their overall experience, etc. 

Some of the surveys used industry wide are NPS, CSAT and CES.

4. Service level

Service level is a call center metric to measure agent productivity in real-time as agents take calls.

This metric shows whether you have enough resources to meet customer needs.

Also, it tells how accessible the center is to customers and how quickly the call center can solve customer issues.

How to measure call center Service Level?

It is a percentage of calls that landed vs. answered within a specific period.

5. Contact quality

Contact quality is an essential customer-centric performance metric across every contact center.

Contact quality metric means measuring the quality of the interaction between the customers and the agents.

Tracking this metric can help you understand customer needs and also individual agent performance.

How to measure Contact Quality?

You need to have a defined call quality assurrance process  to monitor and evaluate agent calls. As part of the process, you need to design a call quality evaluation form to measure contact quality.

A quality control specialist listens to a conversation and then rates the call across multiple checkpoints that are part of the evaluation form.

Quality scores are then generated for each agent which are then used to understand the contact quality.

Pro Tip

To overcome this, you can use conversation intelligence software like Enthu that analyses every call(not random calls) and gives you business insights. You can analyze the performance of each agent.

6. Average handle time

Average handle time describes the average time spent by the agents in handling customer issues.

The metric also includes the time for which the customers are on hold and after-call work time, i.e., the time spent doing back-office tasks.

It is an important metric that measures call center agent productivity.

When the average handle time is too short, it means that the agent is not offering any real assistance. And when the average handle time is too long, it means that agents are unable to assist customers with their problems.

How to measure Average Handle Time (AHT)?

The average handle time is calculated by adding the total talk time, the hold time and the after-call work time and then dividing it by the total number of calls.

7. Occupancy rate

The occupancy rate measures the time spent by agents in handling live calls and handling the admin tasks related to those calls.

This metric is a great way to measure call center agent productivity across all their call-related duties, not just the calls.

If the occupancy rate is low, then it might be due to longer breaks taken by the agent, agents not doing call-related duties, a high number of meetings, poor habits of agents, etc. 

8. Average after call work time

Average after-call work time measures how much time has been spent by the agent to do the post-call work.

If agents are taking too much time to handle post-call work, then it is a signal that the agent is not doing the job efficiently.

You can remove unnecessary steps or create templates for routine actions that could help agents to be efficient.

How to measure average after call work time?

To track this metric, you need to identify the point when the customer conversation ends.

From that point onwards, you need to measure the time that the agent takes to mark the call as closed. This time is what is the average after call work time.

Most of the VoIP platforms Enthu.AI integrates with provide this metric out of the box

9. Abandonment call rate

The abandonment call rate is the percentage of calls in which customers hang up the phone before they reach an agent.

This metric is a direct measure of the missed opportunities by your agents.

Customers abandon calls due to unnecessary hold times and long wait times. If the rate of abandoned calls is high, you need to take drastic measures to ensure customers can connect to an agent.

For that, you need to identify the issues that are causing the high number of abandoned calls. It can be seasonality resulting in high number of calls, or can be agents with poor attitude who don’t pick up the phone on time, or something else.

How to measure call abandonment rate?

Identify the percentage of calls that ring but couldn’t be answered.

Most of the VoIP platforms Enthu.AI integrates with provide this metric out of the box

10. Average speed of answer

The average speed of answer is the average time it takes to answer a call in a call center within a specified time frame.

If this metric is too high, then it means that either the agent is occupied with an existing customer or she is taking too much time to pick up new calls (which shows inefficiency on the part of agents).

To improve this metric, you should provide coaching to agents or enable them with better work tools. 

How to measure Average speed of answer?

You can measure this metric by dividing the total waiting time for answered calls by the total number of answered calls.

11. Call transfer rate

A call transfer rate measures the number of calls that transfer to another supervisor or department.

Customers do not appreciate if their calls are transferred to someone else because it becomes frustrating to tell the problem again and again to different people.

Call centers should keep this rate at a minimum.

How to measure Call transfer rate?

You can calculate this metric by dividing the total number of calls transferred by the total number of calls handled.

12. Average time in the queue

Also referred to as the average wait time, this metric can impact the customer satisfaction score.

Customers do not like it when they have to wait in call queues for a longer time.

One of the ways to keep this metric in check is to provide customers with a call back so that they don’t have to wait.

How to measure Call transfer rate?

To calculate, you can divide the total time callers wait in the queue by the total number of calls answered.


It’s always a best practice to measure important metrics at your call center.

Ultimately, what gets measured gets improved.

Tightly monitoring the key metrics not just ensure higher customer satisfaction but also help you retain customers and prevent churn.

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