How to Improve Call Centers Key Performance Indicators

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“The purpose of every business and organization is to get and keep customers.” A call center agent makes hundreds of calls in a day and tries to offer the best services to their customers to maintain his company value and keep the customer reliable on the company. For every call center, the performance of their representatives and dealing ability, how to tackle and solve the problems faced by the customers is called key performance of the call center’s agent.

The story behind the success of the call center is, how smartly he manages and improve their key performance indicators. But the question is, what are the key performance indicators of the call center? When we find the answer to this question then we can improve the quality of performances of the call center. This article elaborates the key performance indicators (KPIs) of the call center and how to improve the quality of the call center and performance of dealing with customers.

Look down to find out how you can?

First Call Resolution

first call resolution means how many calls your agent received and solve the problems of customers without transferring the call. First indicators towards the performance of the call center. Many customers claims of transferring calls without solving customer’s problems. First, call resolution directly connected with the customer’s satisfaction and it would be the priority of agents.

Percentage of Calls Blocked

An inbound call center KPIs is directly related to the satisfaction of customers because it was that calls, didn’t receive by the agents because call going on hold, or agent is not available on his seat and maybe he is not receiving the call because of some issues. But when any call center improves the percentage of calls blocked, customers will be satisfied to share their problems with the agent.

Average Time in Queue

”Times goes faster than your imagination”. Times never wait for anyone and once time passed, he never comes for anyone at any cost. Customers never wait for a long time or not be liked to stay in the queue. The key performance of the call center is to take less time and solve the exceptional problems of the customer is the only way of satisfaction of the customer.

Service Level

As many calls received in a specific number of times in called service level of an agent or call center. Best performance indicators of an agent are, he works smartly and efficiently and solves the problems in as less time as he can. Percentage of solving problems in specific time means, in less time you would be solving as many problems of the customer is quality assurance of your call center.

Average Abandonment Rate

Abandonment rate is the percentage of callers who hang up before reaching the call center’s agent. The reason for hanging up their calls may be:

  • Unavailability of the agent
  • Average time of queue
  • Call center software cannot sufficiently handle the calls

Call center’s owner should find out the reason for calls abandonment and try to get relief from this problem.

Average Handle Time

Average handle time is the total duration of an agent to solve the problem of the customer without dropping the call for the first time. Most of the time in a call center after hearing the problem of customers, the agent was not able to resolve the issue and transfer this call to another agent this may take several minutes to transfer and to explain the problem of the customer. The agent has the ability to explain his colleague, issue face by a customer. This key performance indicator directly related to the satisfaction level of the customers.

Customer’s satisfaction level

Call center agents to use different tools like online survey, press button option, during call asking questions, to be aware of the customer’s satisfaction level because until your customer will not satisfy you completely, your call never is succeeded.

Agent Absenteeism

The average numbers of days per year your agent absent from his seat are one of the weaknesses of key performance indicators. As less, he will be absent from his seat, as many problems of customers solve by your agent and your customer feeling satisfy through your services.

Agent Turnover Rate

Agent turnover rate is defined by, the percentage of agents who are not on their seats while customer calling or the call going on hold or in the queue and hang up. This key performance indicator should be included in every call center lists of metrics to be well known about the turnover rate of his agent. If the call center agent improves this indicates, customers surely satisfy them.


The key performance of call center base on the performance of representatives, performing their servicing in the call center. Most of the customer’s review, I studied on the internet are not fully satisfied from the services of call center agent. Until customers are not satisfied by your call center services, your duty to perform well never gone end. The key points on how to improve the key performance of call center define above mention article that throughout explaining all the important points to improve the call center performance.

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