Key Performance Indicator (KPI), Contact Center

What are Key Performance Indicators (KPI) in a Contact Center

Key performance indicators in the contact center help managers track the health and success of their operation. 

Contact center KPIs can vary depending on business goals and service objectives, but here a few that are commonly used: 

  • Total number of tickets 
  • First contact resolution time
  • Aggregate resolution time
  • Net promoter score
  • First response time
  • Agent utilization
  • Volume by channel
  • Complaint escalation rate
  • Average time in queue
  • After call work time
  • Abandonment rate

Monitoring the right service levels makes all the difference in the contact center. Key KPIs that show a direct link between agent productivity and customer experience are average handle time, average talk time, and average speed to answer. 

Together, these tell you how long customers are waiting and how quickly their issues are being resolved. When analyzed more deeply with tools like speech and ticketing analytics, you can use these KPIs to identify pains in the service journey such as inefficient routing, repeat call root causes, and most importantly, whether agents have the information they need upon call connection. 

More Call Center Key Performance Indicator Resources

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How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools (livevox.com)

To be successful, contact centers need a robust, integrated platform that can generate essential metrics reports. In addition, when metrics change in response to a shift in the business such as a product launch, staff change, or marketing campaign, managers must interpret the data to find what’s not working.

Below are some of the key report capabilities you’ll need to evaluate the quality and efficacy of a ticketing system.

Top Contact Center & Inbound Call Center Metrics | LiveVox

What are KPIs in a call center? Key performance indicators, or KPIs, are measurements that a call center uses to determine whether they’re meeting their operational goals. KPIs are tied to call center metrics like average handle time, first call resolution, and net promoter score.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

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