15 Vital call center KPIs to track

Bear in mind, I’m coming at this from a customer support angle! Contact centers can be used for many other functions as well (like sales, and even HR), so those KPIs will look different from the ones I’ve listed here. Certain KPIs might be universally applicable, but that’s why it’s so important to figure out your specific goals first—otherwise you’ll just be tracking the wrong KPIs for your business.

A customer with a more complex problem needs more time to receive proper care, after all, and is just as important as one with a simple problem. Don’t encourage agents to cut calls short just to keep AHT low, since this can easily lead to a drop in quality of care.

Use this judiciously! The downside of handling the bulk of your issues this way is that the average AWT goes up.

Some business phone providers or contact center platforms may set you up with an SMS and MMS plan to open your contact center up to these messaging channels with customers.

If you’re not using a high-quality VoIP provider but take a lot of calls on a daily basis, a low NPS score might be an indicator that it’s time to make the switch.

Grab the Contact Center Playbook, which breaks down everything you need to know, from setup to improving customer satisfaction—with examples from real contact center teams across different industries.