Job Data Forum

Below are the most important KPIs to track this year. These are used in modern call centers around the world.

1. First Call Resolution (FCR)
This shows how many issues are solved on the first call. The higher, the better.

Why it matters:
If you fix the problem quickly, customers are happier. You also reduce repeat calls.

Target:
Aim for 75–85% FCR.

2. Average Handle Time (AHT)
This tracks how long each call takes, including talk time and wrap-up time.

Why it matters:
Shorter calls mean more customers helped. But don’t rush — quality matters too.

Target:
Keep AHT between 3 to 6 minutes, australia phone number list depending on your service.

3. Conversion Rate
For sales teams, this tracks how many calls turn into sales.

Why it matters:
Higher conversions mean more money. It also shows how good your agents are at selling.

Target:
Rates vary, but 10–20% is solid for outbound sales.

4. Average Speed of Answer (ASA)
This shows how fast agents answer incoming calls.

Why it matters:
Nobody likes waiting. Faster response means better customer service.

Target:
Try to answer within 20 seconds.

5. Call Abandonment Rate
This shows how many people hang up before speaking to someone.

Why it matters:
If your abandon rate is high, you’re losing customers.

Target:
Keep it below 5%.

6. Occupancy Rate
This measures how busy agents are. It shows the percent of time they spend on calls versus waiting.

Why it matters:
Helps with staffing and scheduling. Low numbers may mean too many idle agents.

Target:
70–85% is a healthy range.

7. Call Transfer Rate
This shows how often calls are passed to another agent or department.

Why it matters:
Frequent transfers cause confusion. One-call solutions are better.

Target:
Keep it below 10–15%.

8. Customer Satisfaction Score (CSAT)
This is a direct rating from customers. After the call, they rate how happy they are.

Why it matters:
It shows how well your agents perform.

Target:
Aim for 80–90% satisfaction.

9. Net Promoter Score (NPS)
This asks one big question:

“How likely are you to recommend us to others?”

Why it matters:
It shows long-term loyalty and brand health.

Target:
Score above 50 is excellent.

10. Service Level
This shows the percent of calls answered in a set time (like 20 seconds).

Why it matters:
Helps measure team speed and customer wait time.

Target:
Try for 80% of calls answered within 20 seconds.

KPIs for Inbound vs. Outbound Call Centers
Not all KPIs are equal. Some fit inbound teams. Others are better for sales or outbound campaigns.

For Inbound Teams:
First Call Resolution (FCR)

Average Handle Time (AHT)

Customer Satisfaction (CSAT)

Average Speed of Answer

Service Level

For Outbound Teams:
Conversion Rate

Dialing Rate

Lead Response Time

Call Quality Score

Follow-Up Rate

Choose the right KPIs based on your goals.

How to Track KPIs in 2025
Modern call centers use smart tools to track KPIs. Here are top methods:

1. Call Center Software
Tools like Zendesk, Five9, and Talkdesk track calls, hold times, and more.

2. CRM Tools
Platforms like HubSpot or Salesforce show lead data, call results, and agent notes.

3. Real-Time Dashboards
Live dashboards help managers see problems fast and fix them right away.

4. Call Recording and QA
Listen to past calls. Rate agent performance. Train your team using real examples.