Whatever your objectives are in call center management, few things may help you get there quicker and more successfully than a comprehensive approach for measuring agent Key Performance Indicators (KPIs ). Whereas assessing the performance of a call center agent used to be a difficult chore, present call center software makes it easy to keep track of all the parameters that are critical to a well-functioning and effective call center.

But what is call a center software? It is a platform that enables call centers to manage numerous communication channels including phone, live chat, SMS text messaging, email, and social media. The following are a few KPIs you may check on your call center software to guarantee that your operations are providing a memorable client experience.

  • Customer Satisfaction (CSAT)

Customer satisfaction is a vital sign of how well your agents are functioning. Use this information to compare to prior performance—if reports are trending downward, your call center is experiencing a problem. However, if a large recall or complaint about a product you provide has just occurred, a downward tendency is anticipated. It’s simpler than ever to improve customer satisfaction without losing other productivity-focused KPIs with the appropriate call center management software.

  • First Call Resolution (FCR)

This is a remarkable statistic for assessing individual agent productivity. If clients have to call back many times to fix the same issue or are constantly switched between team members, your call center has a problem. If this statistic is low, your team might benefit from a knowledge base that can provide your team with the knowledge they need to push this KPI up, resulting in higher CSAT scores.

  • Average Handle Time (AHT)

This is the time taken for a call center representative to address a client’s problem. Shorter encounters often correspond with higher levels of customer satisfaction, which is why this statistic, along with FCR, is critical for call center performance. It’s crucial to remember that shorter AHT isn’t always a sign of success since it is counterproductive for agents to speed through calls. Call center managers should aim to reduce AHT without sacrificing interaction quality.

  • Average Hold Time (AHLDT)

You should monitor the average wait time since placing consumers on hold often or for lengthy periods is bad for the customer experience. Callers may be put on hold for several reasons, including the requirement to locate a supervisor to assist them or the need to switch apps to process client data. Some hold time is normal, but if an agent continuously has a high average hold time, they most likely require some training.

  • Average Abandonment Rate

The average abandonment rate is the percentage of callers that hang up or are disconnected before reaching a representative. The abandonment rate reflects the performance of the call center and not the individual agent, yet it is directly related to customer happiness and success KPIs. This measure expresses how often customers become dissatisfied enough to depart before obtaining assistance, and it may provide vital insights into areas for development.


Before you check the metrics, you could have a basic feel of how well your call center is performing as a call center manager. You may, however, highlight your accomplishments and areas for improvement by monitoring particular key performance indicators.