Contact Centre Metrics

What Are Contact Centre Metrics?

Contact centre metrics are numerical measures that track the performance and efficiency of customer support operations. They help companies assess service quality and spot areas for improvement. By analysing these metrics and gathering feedback, businesses can adapt strategies to boost productivity and resolve customer pain points.

Call Centre vs Contact Centre Metrics

Both types of metrics measure service performance, but the scope differs. Call centre metrics focus only on phone interactions. Contact centre metrics cover a broader range, including chat, email, and social media.

Measuring Contact Centre Efficiency

Efficiency measurement starts with collecting customer data from multiple sources. The next step is analysing that data and monitoring progress toward business goals. Metrics provide the framework, while key performance indicators (KPIs) track progress toward specific objectives.

Five Key Metrics for Better Performance

• Customer Satisfaction Score (CSAT) – Measures satisfaction with services, helping to optimise resources and improve processes.
• First-Level Resolution (FLR) – Tracks how often issues are resolved on first contact, increasing efficiency and loyalty.
• Average Handle Time (AHT) – Monitors the average time spent per interaction, helping reduce wait times.
• Average Call Abandonment Rate (ACAR) – Shows how often callers hang up before speaking to an agent, revealing areas to address.
• Service Level (SL) – Evaluates how well the centre meets service delivery standards across channels.

Metrics by Area of Measurement

• Satisfaction Metrics – CSAT, Customer Effort Score (CES), Net Promoter Score (NPS).
• Engagement Metrics – Customer Retention Rate (CRR), Repeat Purchase Rate (RPR), Customer Lifetime Value (CLV), Churn Rate.
• Operational Metrics – FLR, AHT, Calls Handled, Average Speed of Answer (ASA), Response Time.
• Agent Productivity Metrics – Employee Net Promoter Score (eNPS), team performance scores.
• Quality Assurance Metrics – Call scoring, script adherence, compliance checks.

Improving Performance

Improving performance requires:

• Streamlined processes.
• Smart resource allocation.
• Targeted training for agents.
• Technology upgrades like AI and automation.

Regular KPI monitoring reveals problem areas, allowing leaders to take action that enhances results.

Ready to Improve Your Contact Centre Performance?

Conectys helps you track, analyse, and act on the right metrics — so your team delivers faster resolutions, higher satisfaction, and greater efficiency. Let’s talk about building a contact centre that consistently exceeds expectations.