{"id":8970,"date":"2021-12-23T17:35:32","date_gmt":"2021-12-23T13:35:32","guid":{"rendered":"https:\/\/krisp.ai\/blog\/?p=8970"},"modified":"2025-03-12T14:33:35","modified_gmt":"2025-03-12T10:33:35","slug":"call-center-performance","status":"publish","type":"post","link":"https:\/\/krisp.ai\/blog\/call-center-performance\/","title":{"rendered":"How to Measure Call Center Performance: 9 Metrics You Can\u2019t Ignore"},"content":{"rendered":"

You follow best practices, coach your agents, and do your best to <\/span>provide quality customer service<\/span><\/a>\u2014but how do you <\/span>know<\/span><\/i> that you\u2019re maximizing efficiency? Below, we\u2019ll show you how to measure call center performance through some key call center metrics.<\/span><\/p>\n

9 Call Center Metrics That Will Change the Way You Manage Your Agents<\/span><\/h2>\n

How do you measure call center performance? There are some standard metrics many managers use, and then there are some not-so-standard ones that managers adopt to fit their organizational goals. When evaluating call center performance, remember that choosing the best call center headset<\/a> for your agents is a key factor that might not be part of the standard metrics but can significantly impact your organizational goals. Anyway, how do you measure call center performance? Let\u2019s dive into some call center metrics that you might consider tracking.<\/span><\/p>\n

1. Average Handle Time (AHT)<\/span><\/h3>\n

Ah yes, the king of all call center metrics. Average Handle Time refers to the total minutes it takes from the start of a call to its end, including talk time, hold time, and wrap time, according to <\/span>Call Centre Helper<\/span><\/a>.<\/span><\/p>\n

Average Handle Time = (Total Call Time + Total Hold Time + Total After-Call Work) \/ Total # of Calls<\/b><\/p>\n

Generally speaking, call centers try to <\/span>optimize productivity<\/span><\/a> by decreasing the AHT. So a \u201cgood\u201d AHT number is hard to nail down, but the general consensus is that lower is better.<\/span><\/p>\n

However, focusing solely on AHT doesn\u2019t take into account the nuances of customer service. Some customer issues are naturally more complex than others. A lower AHT might mean your agents are rushing customers, which leads to a terrible experience.<\/span><\/p>\n

In that case, the next call center metric might be better to use.<\/span><\/p>\n

2. Percentage of Time in Customer-Facing Interactions<\/span><\/h3>\n

On the <\/span>Zappos<\/span><\/a> blog, the company shares that it gives its agents the freedom of unlimited call times. In fact, its longest customer service call was 10 hours and 51 minutes! Zappos moves the focus away from AHT and toward quality service.\u00a0<\/span><\/p>\n

According to SoftwareAdvice.com, instead of AHT, Zappos focuses on the percentage of an agent’s time that is spent on the phone with customers. The company has a goal of at least 80%, and agents who fall beneath that number get coached to improve.<\/span><\/p>\n

To calculate this, you would take an agent\u2019s total time interacting with a customer (not including hold times or after call work) and divide it by the agent\u2019s total time at work.<\/span><\/p>\n

3. Net Promoter Score (NPS)<\/span><\/h3>\n

NPS is a beloved metric for call centers and marketers alike. It calculates how many of your customers are \u201cpromoters,\u201d \u201cpassives,\u201d and \u201cdetractors\u201d through some variation of the following: \u201cOn a scale of 1-10, how likely would you be to recommend this brand to a friend?\u201d<\/span><\/p>\n

This simple yet effective way of measuring customer sentiment was invented by Bain & Company, and <\/span>Net Promoter System\u2019s website<\/span><\/a> defines the scores and formula as follows:<\/span><\/p>\n