Acquisition Marketing
Audience Segmentation
Customer 360
Identity
Journey Orchestration
Call center KPIs and agent performance metrics are essential tools for assessing productivity and identifying opportunities to improve efficiency with AI and automation
How Is Call Center Efficiency Measured?
Call center efficiency is evaluated using a variety of Key Performance Indicators (KPIs) that measure both overall contact center performance and individual agent effectiveness. These metrics provide actionable insights into service quality, customer satisfaction, and operational efficiency.
Call center KPI data is derived from various sources, including:
- Customer Satisfaction Surveys – Measure perceived service quality and customer sentiment.
- Call Diagnostics – Provide objective metrics such as AHT, average wait time, and first response time.
- Conversation Intelligence – AI-powered solution that analyzes and extracts insights from customer interactions across voice, chat, and digital channels.
Key Call Center Metrics and KPIs
Call center KPIs fall into three main categories, each playing a crucial role in customer experience, agent efficiency, and business impact:
Customer Service KPIs – Measure how well the contact center meets customer expectations and delivers a positive experience.
Agent Productivity KPIs – Assess the efficiency and effectiveness of individual agents in handling interactions.
Operational & Financial KPIs – Evaluate overall call center performance, cost efficiency, and long-term business impact.
Customer Service KPIs
Customer service KPIs are performance metrics that measure how effectively a contact center delivers support and meets customer expectations. These KPIs help organizations assess service quality, identify pain points, and improve customer experiences.
1. Customer Satisfaction Score (CSAT)
CSAT measures how satisfied customers are with a company’s service, typically gathered through surveys and direct feedback. It reflects whether a contact center is meeting, exceeding, or falling short of customer expectations.
2. Call Abandonment Rate
The percentage of inbound calls where customers hang up before speaking with an agent. This is influenced by factors like long wait times or customer frustration.
3. Average Wait Time (AWT)
Also known as average speed of answer (ASA), AWT tracks how long customers spend in the queue before connecting with an agent. The industry benchmark is 80% of calls answered within 20 seconds. Reducing wait time can lower call abandonment rates and improve customer satisfaction.
4. Peak Hour Traffic (PHT)
PHT monitors call volume spikes during peak periods. Proper staffing strategies and AI-driven automation (such as self-service options) help manage high call traffic more effectively.
Agent Productivity KPIs
Agent performance KPIs provide insights into individual efficiency, effectiveness, and impact within a contact center. By measuring agent performance, organizations can gauge productivity, pinpoint coaching needs, and streamline operations. Tracking these metrics enables contact centers to enhance customer experiences, improve agent support, and drive cost-effective performance improvements.
1. First Contact Resolution (FCR)
First Contact Resolution measures the agent’s ability to resolve a customer issue during the first interaction. High FCR rates correlate with higher CSAT and lower customer churn.
2. First Response Time (FRT)
FRT tracks how quickly an agent responds once a customer enters the queue. Delays often indicate process inefficiencies, such as excessive after-call work or outdated knowledge management systems.
3. Average Handle Time (AHT)
Average Handle Time s the average time it takes to handle a transaction from start to finish. AHT measures the total time spent on a call, including talk time, hold time, and after-call work. While lower AHT is ideal, it must be balanced with ensuring a high-quality, empathetic customer experience.
4. After-Call work (ACW)
After-Call Work refers to the tasks agents must complete immediately after a customer interaction before handling the next call. These tasks often include:
- Call summarization – Logging key details from the conversation.
- Disposition tagging – Categorizing the call for reporting and follow-up.
- Scheduling follow-ups – Setting reminders or next steps for unresolved issues.
- Updating customer records – Adding new information to the CRM or internal systems.
5. Average Call Transfer Rate
Measures how often calls are transferred between agents or departments. High transfer rates may indicate gaps in agent training or a lack of real-time guidance tools.
Operational & Financial KPIs
Beyond service and productivity metrics, operational KPIs gauge cost efficiency and business sustainability.
1. Cost Per Contact
The total operational cost of handling a single call, which includes labor and infrastructure expenses. Industry benchmarks range from $2.70 to $5.60 per call.
2. Service Level Agreement (SLA) Compliance
Tracks whether the contact center meets contractual service expectations, such as response time guarantees for industries like healthcare and finance.
3. Agent Attrition Rate
The percentage of agents leaving the organization within a given period. Contact centers typically experience high turnover rates (30-40%), leading to increased hiring and training costs.
4. Agent Utilization Rate
Measures the percentage of an agent’s working hours spent on productive tasks, such as answering calls and resolving issues.
5. Call Volume Trends
Analyzes fluctuations in inbound call volume, helping organizations optimize staffing levels and self-service automation.
Real-World Impact: AI-Driven KPI Optimization in Action
One leading U.S. health insurer, handling 1 million+ calls annually, faced high AHT, excessive after-call work, and inefficiencies in agent workflows. By deploying U-Assist, they achieved:
80%
reduction in
after-call work through automated call summarization.
20%
decrease in AHT, allowing agents to assist more customers.
$6M
in annual cost savings, improving operational efficiency
FCR
Higher First Contact Resolution
and reduced escalations.
This case highlights how AI-powered real-time agent guidance not only improves KPIs but also delivers tangible cost savings and customer experience enhancements.
Optimizing Call Center Performance with AI
Tracking call center KPIs isn’t just about measuring performance—it’s about unlocking smarter, more efficient customer service. The right metrics reveal inefficiencies, highlight coaching opportunities, and guide strategic improvements that directly impact customer satisfaction and operational costs. But tracking alone isn’t enough—AI-driven solutions like U-Assist transform insights into action by providing real-time agent guidance, automating after-call work, and optimizing resolutions. The result? Faster service, higher FCR, lower AHT, and a more empowered workforce.
Ready to turn KPIs into measurable business impact?
Book a demo of U-Assist today and see AI-driven efficiency in action!