Contact Center
7 contact center KPIs every support leader should track
From average speed of answer to first contact resolution, the metrics that predict customer satisfaction.
August 26, 20267 min read
Average speed of answer measures how long callers wait before reaching an agent. Keeping it under 30 seconds dramatically reduces abandonment.
First contact resolution tracks how often an issue is solved on the first call. It is the single strongest predictor of CSAT.
Other essentials include abandonment rate, average handle time, service level, occupancy and customer satisfaction score. Track them on live wallboards so teams can react in real time.
