TL;DR
What they are
Call center metrics are the numbers that show whether your team is actually helping customers, staying efficient, and hitting business goals.
What this guide covers
23+ essential metrics, from CSAT and FCR to AHT and cost per call, plus how to improve them without gaming the system.
Why it matters now
Modern platforms like SuperU automate metric collection with AI, so teams can focus on real conversations instead of spreadsheets.
What Are Call Center Metrics?
Definition
Call center metrics are measurements that track how well your support team handles customer interactions. They answer questions like:
- Are we fast enough?
- Are we actually solving problems?
- Are customers happy when they hang up?
Why they matter
Without metrics, you’re flying blind. A team that looks busy may be stuck on hold half the day. Fast response times mean nothing if customers have to call back multiple times.
The goal isn’t to track everything. It’s to track the metrics that directly impact customer experience, agent performance, and cost efficiency.
The 23 Metrics Most Teams Track First
Below are the core metrics, grouped by what they tell you.
Customer Experience Metrics
1. CSAT – Customer Satisfaction
What it measures
How satisfied customers are after a single interaction.
Formula
CSAT = (Satisfied responses ÷ Total responses) × 100
Most teams count 4s and 5s (on a 5-point scale) as satisfied.
How to improve CSAT
- Coach empathy, not just scripts
- Reduce “let me check on that” moments with better knowledge tools
- Improve First Contact Resolution (FCR)
2. NPS – Net Promoter Score
What it measures
Customer loyalty to your brand.
Formula
NPS = % Promoters − % Detractors
When to use it
- CSAT = satisfaction with this interaction
- NPS = likelihood to stay, churn, or recommend
3. FCR – First Contact Resolution
What it measures
How often an issue is resolved in a single interaction.
Formula
FCR = (Issues resolved on first contact ÷ Total issues) × 100
Why it matters most
FCR is the strongest predictor of CSAT. Higher FCR means happier customers, lower costs, and fewer repeat calls.
How to improve it
- Fix root causes, not scripts
- Reduce escalations by giving agents authority
- Invest in searchable, accurate knowledge bases
Service Level and Accessibility Metrics
4. Service Level
What it measures
Percentage of calls answered within a target time (e.g., 80% in 20 seconds).
Example
Service Level = Calls answered within target ÷ Total calls
Always pair service level with CSAT and FCR to avoid “fast but bad” service.
5. ASA – Average Speed of Answer
What it measures
Average wait time before a call is answered.
Formula
ASA = Total wait time ÷ Total answered calls
Abandonment rises sharply once wait times exceed ~60 seconds.
6. Abandonment Rate
What it measures
Percentage of callers who hang up before reaching an agent.
Formula
Abandonment = Abandoned calls ÷ Total incoming calls
Targets
- <5% = healthy
- 10% = staffing or routing issue
Agent Performance Metrics
7. AHT – Average Handle Time
What it measuresTalk time + hold time + after-call work.
Formula
AHT = (Talk + Hold + ACW) ÷ Calls handled
Never optimize AHT alone. Pair it with FCR and CSAT.
8. QA Score
What it measures
- Accuracy
- Empathy
- Process adherence
- Compliance
Best practices
- Use a clear scorecard
- Calibrate reviewers regularly
- Coach instead of punishing
9. Schedule Adherence
What it measures
How closely agents follow assigned schedules.
Formula
Adherence = Time in adherence ÷ Scheduled time
High adherence stabilizes service level and costs.
10. Occupancy and Utilization
What it measures
How much of an agent’s time is spent actively handling calls.
Formula
Occupancy = Handle time ÷ Logged-in time
Healthy range: 70–85%
Above 90% leads to burnout and attrition.
Resolution and Productivity Metrics
11. ART – Average Resolution Time
What it measures
Total time to resolve an issue across all interactions.
Difference vs AHT
- AHT = per interaction
- ART = per issue
12. Recontact Rate
What it measures
Customers who contact you again for the same issue.
High recontact signals broken processes, not lazy agents.
13. Transfers and Escalations
What it measures
How often calls are handed off.
Transfers increase handle time, frustration, and error risk.
Reduce them by keeping authority and answers at the frontline.
Cost and Volume Metrics
14. Cost per Call
Formula
Cost per Call = Total operating cost ÷ Calls handled
Always pair cost metrics with quality metrics to avoid cheap but broken support.
15. Calls Handled and Arrival Rate
Track volume by 15–30 minute intervals, not daily totals.
This feeds workforce planning and intraday adjustments.
16. Peak Hour Traffic
Identifies when you need extra staffing or self-service deflection.
Omnichannel Metrics (Chat, Email, Social)
- First Response Time (FRT)
- Time to Resolution (TTR)
- Self-service containment or deflection rate
AI and Automation Metrics
AI is now core infrastructure, not a bonus.
20. Bot Containment Rate
21. AI-assisted AHT reduction
22. AI-driven QA and compliance coverage
23. Guardrail metrics (CSAT impact of automation)
With SuperU, teams deploy voice AI in days, not months.
AI agents handle repetitive calls with ~500 ms latency, stream every interaction into CRMs, and reduce costs by ~35%, while humans focus on empathy and complex issues.
How These Metrics Work Together
No single metric tells the whole story.
Leading metrics predict issues (adherence, training).
Lagging metrics show outcomes (CSAT, cost).
Balanced weekly dashboard
- Service Level
- FCR
- CSAT
- AHT
- Cost per Call
When one moves, check the others for ripple effects.
What Are “Good” Targets?
Targets depend on complexity, channel mix, and business model.
Starting ranges
- Service Level: 80/20 to 90/15
- Abandonment: <5%
- FCR: 70–75% average, 80%+ world class
- CSAT: 85–90%
- Occupancy: 70–85%
Improve gradually using your own baseline.
How to Improve Metrics Without Gaming Them
- Fix root causes before rewriting scripts
- Empower agents with authority and knowledge
- Forecast, schedule, then adjust intraday
- Use QA for coaching, not policing
- Pair every speed metric with a quality metric
Conclusion
Call center metrics don’t exist to punish agents. They exist to explain reality.
Start small. Pick five metrics that matter, review them weekly, and investigate movement instead of chasing perfection. Balance speed with quality, use data to coach (not blame), and let automation handle repetition so humans can handle empathy.
That’s how you build a call center customers trust, agents don’t burn out in, and leadership believes in.
FAQs
AHT vs ART
AHT measures one interaction. ART measures the full journey to resolution.
FCR or CSAT first?
FCR. Fix resolution and satisfaction follows.
Normal abandonment rate?
Under 5%. Over 10% needs urgent action.
Is 80/20 mandatory?
No. It’s a starting point, not a law.
How often to review metrics?
Weekly for trends, monthly for analysis, quarterly for target resets.
Deploy AI agents in 10 minutes. Cut costs 35%.
