5 Contact Centre KPI’s you Need to Know

5 Contact Centre KPI’s you Need to Know

Every department in your business should be working to a set of key performance indicators (KPI’s), and your Customer Service Team 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 looking at…


Net Promoter Score (NPS)

NPS is a customer satisfaction metric that qualitatively measures customer loyalty, identify the customers who’re happy and- most importantly- identify the customers who’re 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

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 particularly important.

If your customer service team are feeling happy and engaged, and have the right environment in which to carry out their work, they’ll perform to the best of their ability; resulting in happy customers!

Customer Retention

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



Think you need some help with your customer satisfaction metrics or performance KPI’s? Just get in touch to find out how we can help…

You’ll also find us on