Contact centers can measure hundreds of things. These 15 metrics explain almost all customer experience and cost outcomes.
| KPI | Formula | Common target |
|---|---|---|
| Service level | % answered within X sec | 80% in 20 sec (voice) |
| Average speed of answer | Total wait ÷ answered calls | Under 30 sec |
| Abandonment rate | Abandoned ÷ offered | Under 5–8% |
| Average handle time | (Talk + hold + wrap) ÷ calls | Varies by industry |
| First contact resolution | Resolved first time ÷ total | 70%+ |
| Occupancy | Handle time ÷ available time | 75–85% |
| Shrinkage | Unavailable paid time ÷ paid time | Often 25–35% |
| CSAT | Satisfied responses ÷ total | 80%+ |
| NPS | % promoters − % detractors | Positive and rising |
| Customer effort score | Avg ease rating | Low effort |
| Schedule adherence | Time in adherence ÷ scheduled | 90%+ |
| Transfer rate | Transferred ÷ handled | Low and falling |
| Cost per contact | Total cost ÷ contacts | Trend down |
| Agent attrition | Leavers ÷ avg headcount | Below industry avg |
| Self-service containment | Resolved in IVR/bot ÷ total | Rising without hurting CSAT |
Benchmarks vary widely by industry and channel; use targets as starting points. To translate service-level targets into headcount, use the Erlang C calculator.
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