SEPTEMBER 2023 RELEASES
September 2023 Releases
10 Essential Call Center Metrics and KPIs for 2025
When it comes to identifying areas for improvement in your customer-facing operations, such as your call center, it's important to dive deep into your metrics to understand what’s working and what’s not. Questions like, “Do my call center agents have the resources to resolve customer issues?,” and “Are customers satisfied with these interactions?”, can help you narrow down what you need to change to make an impact on your business goals. Metrics and KPIs help you answer questions like these to continue improving outbound and inbound call center services. In this blog we’ll dive deep into crucial call center metrics and KPIs that you should consider in 2025 to make a meaningful difference for your inbound and outbound efforts.
Understanding Call Center Metrics and KPIs
Although call center metrics and call center KPIs differ slightly, they share a common goal of enhancing performance. KPI stands for key performance indicator and assesses progress toward an objective. So, a KPI might be to increase customer retention by ensuring customers feel seen, valued, and understood. Other critical call center KPIs could include reducing customer churn by X%, improving first-call resolution rates, boosting average customer satisfaction (CSAT) scores, or shortening average wait times to keep interactions smooth and frustration-free. A metric is more specific, analyzing actions you take toward this broader KPI goal. For example, to improve customer retention, you might focus on customer satisfaction as a metric. Factors like how long each customer call takes and how quickly an agent solves the problem can impact satisfaction, and therefore retention.
The insights gleaned from call center metrics and KPIs reveal the truth about agent performance and customer experience, indicating gaps in efficiency. For instance, metrics can show an agent’s strengths and weaknesses. You might adjust teams to lean into the different areas where agents excel while offering additional training in areas where they struggle. Those metrics can then allow you to understand which KPIs you will be able to hit, as well as give you insight into which goal posts need to be moved.
Additionally, Metrics and KPIs are invaluable in evaluating whether your call center technology is delivering on its promise. They uncover inefficiencies, revealing if outdated tools are dragging down productivity despite your team’s best efforts. With modern solutions, you can pinpoint exactly where the gaps are. Whether it’s in call routing, response time, or integration between platforms, the data lets you make informed upgrades, ensuring smoother operations and happier customers. Why settle for tools that just “get the job done” when you can have systems that drive growth and delight at every step?
Top 10 Call Center Metrics and KPIs to Track in 2025
Establishing the right metrics and KPIs starts with understanding the unique needs of each department. What a customer support agent looks for in a call center often differs from the priorities of a sales team. That said, some metrics and KPIs are universally valuable across any call center. Below are the top 10 call center metrics with related KPIs you can set to hit your goals in 2025:
1. First Call Resolution (FCR)
First call resolution measures how often agents resolve customer queries on the first call. This means solving the customer’s problem without needing to transfer, pause, or repeat calls. A higher FCR often means more satisfied customers.
Related KPI: First Contact Effectiveness Rate
First contact effectiveness rate measures the percentage of first calls that not only resolve the customer’s issue but also leave them highly satisfied, as indicated by post-call surveys or CSAT scores. This KPI ensures that resolution quality and customer satisfaction go hand in hand.
2. Average Handle Time
This metric assesses the average time of a customer interaction. One approach to analyzing average handle time is measuring only talk time, from when an agent picks up until they disconnect. Another is to include after-call work time, including the time it takes the agent to update the CRM and complete related tasks.
Average handle time sheds light on agent productivity. When average handle time is too high for an individual agent, it suggests they need additional training to handle calls more efficiently. If it’s too low, agents might rush through calls and not meet customer needs entirely. Customers might have to call again, which diminishes their experience. If other metrics suggest agent performance is up to par, a low average handle time might be because of inefficient technology or workflows.
Related KPI: Effective Call Duration Rate
Effective call duration rate tracks the percentage of calls that fall within an optimal handle time range. They should be neither too short to risk incomplete resolutions nor too long to suggest inefficiencies. This KPI ensures a balance between productivity and quality of service.
3. Customer Satisfaction Score (CSAT)
CSAT is a common call center metric used for various goals across the business. There isn’t any one approach to measuring customer satisfaction, since every company has distinct objectives and even departments within an organization might gauge it differently.
For call center KPIs around CSAT, one strategy is to include a post-call survey that asks customers how they feel about the call. Did the agent resolve their issue? What could have gone better? In this case, CSAT scores are the percentage of satisfied customers over the number who completed the survey.
Related KPI: Satisfaction Improvement Rate
This KPI measures the percentage increase in CSAT scores over a defined period, tracking the effectiveness of changes in processes, training, or technology. Satisfaction improvement rate highlights how well the call center is adapting to meet customer needs and expectations.
4. Net Promoter Score (NPS)
Similar to CSAT, NPS also evaluates customer satisfaction, but goes a step further. Often included in a post-call survey, NPS helps you measure how likely your customers are to recommend your business to friends and family, on a scale from 1 to 10. The responses are divided into:
- Promoters (nine or ten)
- Passives (seven or eight)
- Detractors (six or lower)
To calculate NPS, subtract the total number of promoters from the total number of detractors. The higher your NPS, the more likely you have strong customer loyalty.
Related KPI: Loyalty Conversion Rate
Loyalty conversion rate tracks the percentage of passive customers who are converted into promoters over time. This KPI provides insight into how effectively the call center experience influences customer loyalty and advocacy.
5. Average Speed of Answer (ASA)
Hold time is the length of time a caller waits after dialing before an agent picks up the phone. A lower ASA, let's say 5 seconds, means a more responsive call center, which impacts customer experience and satisfaction.
If your call center scores high, 30 seconds for example, it might suggest several issues. Your business may be experiencing higher call volumes than before or face limited staffing. Maybe the technology you have in place is inefficient and extends wait times. Businesses also often use ASA to measure their performance against industry standards for call centers.
Related KPI: Prompt Response Rate
Prompt response rate measures the percentage of calls answered within a predefined optimal time frame (e.g., 15 or 20 seconds). This KPI ensures the call center maintains responsiveness while accounting for industry benchmarks and operational goals.
6. Call Abandonment Rate
As it sounds, call abandonment rate calculates the number of abandoned calls your business experiences. You want your call abandonment rate to be as low as possible. When abandoned calls are high, it can mean your call center doesn’t have the staffing or resources to handle calls effectively. Processes might be inefficient as well, slowing down performance.
Related KPI: Customer Retention Through Call Completion
This KPI tracks the percentage of customers who successfully reconnect and resolve their queries after an abandoned call. Customer retention through call completion focuses on recovering potentially lost interactions while ensuring customer issues are ultimately addressed.
7. Service Level
Service level refers to how successfully a call center can answer calls within a specific timeframe. When service level is high, it means great operational efficiency and often customer satisfaction. As with Average Speed of Answer, businesses may look toward service level as a benchmark when comparing themselves to competitors.
Related KPI: On-Time Resolution Rate
This call center KPI measures the percentage of calls resolved within a predefined time frame, combining both responsiveness and efficiency. It emphasizes not just answering calls quickly, but also resolving them promptly to meet or exceed customer expectations.
8. Agent Occupancy Rate
Agent occupancy rate measures agent utilization. It comprises metrics like talk and hold time, plus after-call work. Higher occupancy rates suggest effective workforce management, while lower rates indicate areas to improve efficiency with call center operations.
Related KPI: Optimal Agent Utilization Rate
Optimal agent utilization rate tracks the percentage of agents consistently operating within the ideal occupancy range, neither overburdened nor underutilized. This KPI ensures workforce management balances productivity, agent satisfaction, and performance sustainability.
9. Call Transfer Rate
Transferring extends call lengths, which can affect customer satisfaction. Call transfer rate considers the number of calls where an agent must transfer the customer to another representative. A low call transfer rate means any one agent is well-trained to handle numerous requests, while a high percentage indicates additional training may be necessary.
Related KPI: Single-Agent Resolution Rate
Measures the percentage of customer queries successfully resolved by the initial agent without requiring a transfer. This KPI highlights agent training effectiveness and the overall efficiency of issue handling within the call center.
10. Cost per Call (CPC)
Cost is important with every business effort. Cost per call considers all factors that affect cost, such as workforce and technology, and divides it by the total number of calls. Naturally, you want a low CPC. However, your target CPC might depend on the complexity of the customer’s problem and your products and services.
Since different aspects may impact cost, various issues can cause a high CPC. It might be the time agents spend with each call or that current systems can’t support call center efforts. Comparing CPC with other call center metrics can provide deeper insights.
Related KPI: Cost Efficiency Per Resolution
Tracks the average cost associated with successfully resolving a customer issue, factoring in variables like agent time, technology, and operational expenses. This KPI provides a more nuanced view of cost management by focusing on value derived rather than just volume.
Track Call Center Performance with Regal.ai
Regal's advanced analytics and reporting suite sets a new benchmark in helping contact centers stay ahead of the game. With real-time data integration, businesses can monitor performance metrics like connection rates, agent efficiency, and call outcomes as they happen. Customizable dashboards make it easy to track KPIs across various communication channels, giving teams the insights they need to pivot strategies instantly if needed. Additionally, our seamless integration with platforms like Snowflake and real-time exports to webhooks or S3 ensure your data is always accessible for deeper analysis.
For businesses aiming to test and refine their strategies, Regal’s A/B testing capabilities are a game-changer. Want to know which call script performs better? Curious if a personalized SMS follow-up converts more effectively than an email? Regal empowers you to experiment with confidence, offering robust tools to compare outcomes, tweak approaches, and optimize for success. These features ensure your outreach is continuously improving and aligned with your contact center’s goals, whether it's boosting answer rates, reducing handle times, or increasing customer satisfaction.
By combining powerful analytics, actionable insights, and dynamic testing tools, Regal guarantees that your contact center isn’t just operational—it’s exceptional. Request a demo today to learn more about how our contact center solution can help your business.
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