KPIs for Call Centres and Contact Centres
These are the KPIs a call or contact centre tracks for speed, quality and staffing efficiency. Service level and abandonment show what customers experience; occupancy shows what it costs.
The KPIs to track
Average handle time is the average length of a customer interaction, including talk time, hold time and the follow-up work after it.
Formula and SQL query on the Average Handle Time (AHT) page.
Call abandonment rate is the share of incoming calls where the caller hangs up before reaching an agent.
Formula and SQL query on the Call Abandonment Rate page.
First contact resolution is the percentage of issues resolved in the customer's first interaction, without follow-up.
Formula and SQL query on the First Contact Resolution Rate page.
Customer Satisfaction Score (CSAT)
CSAT is the percentage of customers who rate an interaction as satisfied, usually 4 or 5 on a five-point scale.
Formula and SQL query on the Customer Satisfaction Score (CSAT) page.
SLA compliance rate is the share of tickets resolved or answered within the time promised in your service level agreement.
Formula and SQL query on the SLA Compliance Rate page.
Cost per ticket is the average support cost of resolving one customer request.
Formula and SQL query on the Cost per Ticket page.
Service level
The share of calls answered within a target time, such as 80 percent within 20 seconds.
Agent occupancy
Time agents spend handling contacts divided by the time they are logged in and available.
Where the data usually lives
A telephony or contact-centre platform, workforce management software, a ticketing system and customer surveys.
Measurement mistakes to avoid
- Very short abandoned calls are often excluded; use one rule everywhere.
- Pushing handle time down can lower resolution; read it alongside first-contact resolution.
- High occupancy looks efficient but leaves no time for peaks and wears agents out.
Questions to ask your data
You can type these as plain questions. SchemaChat turns each one into SQL against your connected database or uploaded file, runs it, and shows the SQL and the figures it used so you can check the answer before you share it. Check that the result matches how your business defines each KPI.
- What was service level by hour of day last week?
- What is average handle time by agent and call type?
- How many calls were abandoned and when?
- What share of contacts were resolved on first contact?