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5 Contact Centre KPI’s you Need to Know

Category: Blog

Every department in your business should be working to a set of Key Performance Indicators (KPI’s), and the team in the Contact Centre are no exception.

While most brands are aware they should be tracking their customer service performance, many are unsure as to how and what metrics they should be looking at. Here are some key ones your organisation should be keeping an eye on…


Net Promoter Score (NPS)

NPS is a customer satisfaction metric that qualitatively measures customer loyalty; identifying the customers who are happy, as well as the customers who are maybe not-so happy, enabling you to take positive action to turn their situation around.


Average Handling Time (AHT)

Average handling time measures the average duration of a customer interaction and is the total interaction time divided by the total number of interactions.


First Contact Resolution (FCR)

First contact resolution relies on the Advisor resolving the customer’s query the first time round, without them having to get back in touch.

Not only does FCR help determine customer satisfaction, but it also helps outline the efficiency of the customer service team, making this a particularly useful KPI.


Customer Service Advisor Satisfaction

The satisfaction and engagement of your Customer Service Team is very important.

If the team are feeling happy and engaged, and have the best environment and tools to carry out their work, they’ll perform to the best of their ability- resulting in happy customers, too!


Customer Retention

Customer Retention measures the ability of your brand to retain customers over the long-term and to generate recurring revenue from existing customers.



Our dedicated Insight Analysis teams are able to deliver bespoke packages. If you’d like some help measuring any of these KPI’s regularly, or would like to look at some more in-depth customer experience metrics, why not get in touch to find out how we can help!