What are the best KPIs for call center?

Key performance indicators (KPIs) for a call center can vary depending on the specific goals and objectives of the organization. However, some common ones include:

  1. Average Handle Time (AHT) - measures the average amount of time a representative spends handling a call from start to finish.

  2. First Call Resolution (FCR) - measures the percentage of calls resolved on the first attempt by a representative.

  3. Abandonment Rate - measures the percentage of calls that are ended by the caller before being answered by a representative.

  4. Average Speed of Answer (ASA) - measures the average time it takes for a call to be answered by a representative.

  5. Customer Satisfaction (CSAT) - measures the level of satisfaction of customers who have interacted with the call center.

  6. Agent Utilization - measures the percentage of time that a representative is actively handling a call or working on a task.

  7. Call Volume - measures the total number of calls received by the call center.

It's important to choose KPIs that align with the goals of the call center and to regularly track and analyze them to continually improve performance.

iCallify is the best call center solution provider, for more details contact the team.

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