{"id":8825,"date":"2020-04-29T05:53:00","date_gmt":"2020-04-29T05:53:00","guid":{"rendered":"https:\/\/ubiq.co\/tech-blog\/?p=8825"},"modified":"2025-08-12T04:32:52","modified_gmt":"2025-08-12T04:32:52","slug":"top-call-center-kpis-metrics-for-customer-support","status":"publish","type":"post","link":"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/","title":{"rendered":"Top Call Center KPIs &amp; Metrics For Customer Support"},"content":{"rendered":"\n<p>Call Center KPIs and metrics help you monitor call center performance and improve customer satisfaction. Here are the key call center KPIs and metrics for customer support service that will help you identify and fix problems quickly. You can track these inbound call center agent metrics on a call center <a href=\"\/software\/customer-service-dashboard\">metrics dashboard<\/a> and share with your team.<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/#Top_Call_Center_KPIs_Metrics_For_Customer_Support\" >Top Call Center KPIs &amp; Metrics For Customer Support<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/#1_Average_Response_Time_ART\" >1. Average Response Time (ART)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/#2_Abandonment_Rate\" >2. Abandonment Rate<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/#3_Number_of_Calls\" >3. Number of Calls<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/#3_First_Call_Resolution_FCR\" >3. First Call Resolution (FCR)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/#4_Transfer_Rate\" >4. Transfer Rate<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/#5_Average_Hold_Time_AHT\" >5. Average Hold Time (AHT)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/ubiq.co\/tech-blog\/top-call-center-kpis-metrics-for-customer-support\/#6_Top_Performing_Agents\" >6. Top Performing Agents<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Top_Call_Center_KPIs_Metrics_For_Customer_Support\"><\/span>Top Call Center KPIs &amp; Metrics For Customer Support<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Here are the key call center KPIs you must track regularly.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Average_Response_Time_ART\"><\/span>1. Average Response Time (ART)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Average Response Time is one of the most important call center KPIs. It measures the average amount of time people have to wait before they get a response from your call center.<\/p>\n\n\n\n<p>The longer they have to wait, the lower the customer satisfaction. So it is important to keep average response time low to solve more issues and make customers happy.<\/p>\n\n\n\n<p>You can track live average response time using a number chart to ensure that it doesn&#8217;t go out of control.<\/p>\n\n\n\n<p>You can also track daily average response time for your call center, using a data visualization tool<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Abandonment_Rate\"><\/span>2. Abandonment Rate<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Did you know that <a href=\"http:\/\/www.smartcustomerservice.com\/Articles\/News-Briefs\/Research-U.S.-Businesses-Lose-$41-Billion-Annually-Due-to-Poor-Customer-Service-93869.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">44%<\/a> of callers abandon a product\/service due to poor customer support? Abandonment Rate is one of the most critical call center KPIs for every business.<\/p>\n\n\n\n<p>It measures the percent of callers who hang up before your agent could respond to them. If your abandonment rate is high, it may probably be due to long waiting times or poor connectivity with your call center.<\/p>\n\n\n\n<p>You can track the daily call abandonment rate using a column chart so you know when there is a spike in it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Number_of_Calls\"><\/span>3. Number of Calls<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Number of calls is one of the most crucial call center KPIs. It simply measures the total number of calls your call center gets every day. But it gives a good idea about your call center capability to handle issues.<\/p>\n\n\n\n<p>If you are getting too many calls, you may want to hire more agents and add automated responses for small issues.<\/p>\n\n\n\n<p>You can monitor daily number of issues, categorized by topic, to get an idea of which topic gets most number of calls and on what days of the week.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_First_Call_Resolution_FCR\"><\/span>3. First Call Resolution (FCR)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>First Call Resolution is one of the most important call center agent metrics. It is the number of calls where the customer issue has been resolved in the first call itself, without any transfers or follow ups.<\/p>\n\n\n\n<p>Increase first call resolution to increase customer satisfaction. Identify most common issues, provide a comprehensive Q&amp;A training to your call agents to tackle them and put a process in place.<\/p>\n\n\n\n<p>You can simply monitor daily first call resolution rate as shown below.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Transfer_Rate\"><\/span>4. Transfer Rate<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Transfer Rate is another important KPI for call center. It is the percent of times a call center agent transfers a call to another agent to resolve the issue. You can measure overall daily transfer rate to get a sense of how well your call center is performing.<\/p>\n\n\n\n<p>In addition, you can also track agents with most call rates. Perhaps, you can try to help them by giving additional training.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5_Average_Hold_Time_AHT\"><\/span>5. Average Hold Time (AHT)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>How long do your call center agents put customers on hold before they resolve customer issues? A high hold time will annoy your customers and many of them might drop off. It also indicates that your agents need more training and\/or information to answer customer questions.<\/p>\n\n\n\n<p>So monitor average daily hold time for your call center<\/p>\n\n\n\n<p>and identify the agents with longest hold times.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6_Top_Performing_Agents\"><\/span>6. Top Performing Agents<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>In addition to helping agents improve, it is equally important to identify and reward top performing call center agents.<\/p>\n\n\n\n<p>This will motivate them and and they will do even better. Also, you can encourage those agents to share tips &amp; best practices, and train some of the other agents.<\/p>\n\n\n\n<p>However, ensure that you evaluate each agent on multiple parameters such as total number of calls received, those resolved, FCR, etc.<\/p>\n\n\n\n<p>You can track these call center KPIs and metrics using a dashboard software and share insights with your team.<\/p>\n\n\n\n<p>If you want to create business dashboards, reports &amp; charts, you can try <a href=\"https:\/\/ubiq.co\">Ubiq<\/a>. We offer a 14-day free trial!<\/p>\n\n\n\n<p>Also read:<br><a href=\"https:\/\/ubiq.co\/tech-blog\/key-server-performance-metrics-kpis-to-track-regularly\/\">Key Server Performance Metrics to Monitor<\/a><br><a href=\"https:\/\/ubiq.co\/tech-blog\/what-are-the-components-of-a-successful-dashboard\/\">What Are Components of Successful Dashboards<\/a><br><a href=\"https:\/\/ubiq.co\/tech-blog\/key-database-performance-metrics-you-must-track-regularly\/\">Key Database Performance Metrics to Track<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Call center KPIs help you improve call center performance and improve customer satisfaction. Here are the top Call Center KPIs and Metrics for customer support service.<\/p>\n","protected":false},"author":1,"featured_media":8827,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[502],"tags":[584],"class_list":["post-8825","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kpi","tag-abandonment-rate"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Top Call Center KPIs &amp; Metrics For Customer Support - Ubiq BI<\/title>\n<meta name=\"description\" content=\"Call center KPIs help you improve call center performance. 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