METRICS
If you’ re dealing with poor FCR, your agents may lack the resources to handle inquiries effectively. For instance, a lack of contextual understanding or customer data could make addressing problems at first contact challenging.
6. AVERAGE HANDLE TIME( AHT)
As the name suggests, average handle time tracks the average time it takes agents to complete the customer interaction. It measures the entire duration of the engagement, including any after-call work agents must do to wrap up their cases. Notably, there are other KPIs that can contribute to AHT, such as average call length or average hold time.
That said, high AHT doesn’ t necessarily mean there’ s a problem. The trick is reconciling speed and efficiency with excellent customer service. Employees who exceed handle time benchmarks may not be addressing customer needs as well as others who spend more time on the case.
7. CUSTOMER SATISFACTION( CSAT)
The customer satisfaction score or CSAT is a must-have contact center metric. CSAT scores measure customer satisfaction based on post-call surveys and feedback, usually on a scale-based system. For example, you can frame questions like this:
• On a scale of 1-10, how happy are you with your experience?
• How would you rate your satisfaction with the interaction?( unsatisfied, somewhat satisfied, very satisfied).
Measuring CSAT scores can help managers with QA by quantifying agent performance. However, qualitative responses are also valuable, as they give context to numerical data.
8. NET PROMOTER SCORE( NPS)
NPS measures long-term customer loyalty. Like CSAT, it’ s calculated through surveys, which you can send immediately after an interaction or some time afterward.
Most NPS surveys ask how likely recipients are to recommend the company to others, rating their answers 1-10. This allows you to divide respondents into three groups:
TRACKING TURNOVER IS VITAL, NOT JUST FOR BUSINESS PERFORMANCE BUT ALSO FOR EMPLOYEE WELLBEING.
• Promoters( scores 9-10) are highly loyal customers who will likely recommend your company.
• Passives( scores 7-8) are satisfied but unenthusiastic about your brand.
• Detractors( scores 0-6) are unhappy with their experience and may discourage others from engaging with your business.
9. CUSTOMER EFFORT SCORE( CES)
CES measures how difficult it is for consumers to fulfill their needs when they contact your company. Generally speaking, CES helps you understand whether customers must jump through hoops to get what they want and resolve their issues.
10. SERVICE LEVEL RATE
Contact centers typically have SLAs, which are standards used to uphold expectations and keep customers happy. For instance, you might aim to respond to emails within four hours or resolve all answered calls within 10 minutes.
Service Level Rates( SLRs) are metrics used to measure how well these SLA standards are being met. They are a good way to track operational efficiency over time and help identify patterns or areas for improvement.
11. AGENT TURNOVER
Turnover rates measure the percentage of employees leaving your company in a specific period, normally a year.
The turnover rate is notoriously high for contact center agents. There are many reasons someone might leave your company, but burnout can be responsible for a high number of cases.
Tracking turnover is vital, not just for business performance but also for employee wellbeing. A high churn rate could suggest agents are overwhelmed, possibly by call volume or other factors. It may even indicate operational or procedural issues that require fixing.
JUNE 2025 21