Key Performance Indicators

The first step to making data-driven decisions in the call center is to develop a comprehensive understanding of what a call center KPI is, as well as how they are used in the call center.

There are many KPI goals for a call center. Some of these KPIs are captured in the phone system, others require additional systems or processes to collect data, and others require that you marry up the data from multiple systems to give you a holistic picture. They typically assess the performance of the agent, team, department and/or the call center as a whole. They can be used to determine trends and make data-driven decisions that will increase efficiency, optimize customer satisfaction, increase revenue and reduce costs. They can also be used in benchmarking efforts to measure progress towards goals and to compare the call center’s performance with an industry standard. Taken together, call center KPIs are metrics that provide information about how a call center is performing and can be used as a foundation to make strategic decisions that will help to drive results.

A KPI (Key Performance Indicator) is a measurable value, or values, that demonstrates how effectively a company, department, team, or individual is achieving business goals. A customer service KPI or metric is a performance measurement that is used by customer service teams and by the customer support management to monitor, visualize, analyze and optimize customer relations by taking advantage of an advanced 360-degree customer view.

Anyone working in a call center knows how critical they are to a successful organization. However, many companies don’t know how to determine which Key Performance Indicators (KPIs) they need to focus on. We have created this list to help call center professionals identify where to focus to maximize the value of their data.

ACD – Automatic Call Distributor
ACW – After Call Work
AHT – Average Handle Time
ANI – Automatic Number Identification
API – Application Program Interface
ASA – Average Speed of Answer
ASP – Application Service Provider
ASR – Automatic Speech Recognition
ATA – Average Time of Abandonment
BPO – Business Process Outsourcing
BC/DR – Business Continuity/Disaster Recovery
BCP – Business Continuity Planning
BI – Business Intelligence
BIC – Best-in-Class
CC – Call Center
CCR – Customer Controlled Routing
CDR – Call Detail Recording
CED – Caller Entered Digits
CEM – Customer Experience Management
CIS – Customer Information System
CLI – Calling Line Identity
CMS – Call Management System
CRM – Customer Relationship Management
CSR – Customer Service Representative
CTI – Computer Telephony Integration
DID – Direct Inward Dialing
DNIS – Dialed Number Identification Service
DSL – Digital Subscriber Line
EAI – Enterprise Application Integration
ERMS – Email Response Management System
ERP – Enterprise Resource Planning
EWT – Expected Wait Time
FCR – First Call Resolution
FCRR – First Call Resolution Rate
FTE – Full Time Equivalent
GOS – Grade of Service
INS – Intelligent Network Service
ISDN – Integrated Services Digital Network
ISP – Internet Service Provider
IVR – Interactive Voice Response
IXC – Interexchange Carrier
KB – Knowledge Base
KM – Knowledge Management
KPI – Key Performance Indicator
LOA – Least Occupied Agent
LAN – Local Area Network
MIA – Most Idle Agent
MMR – Multimedia Routing
NSP – Network Service Provider
OAM – Operations, Administration and Maintenance
OJT – On the Job Training
OPA – Off Phone Activity
OSI – Open System Interconnector
PABX – Private Automatic Branch Exchange
PBX – Private Branch Exchange
PCP – Post Call Processing
PDA – Personal Digital Assistant
PSTN – Public Switched Telephone Network
QA – Quality Assurance
QM – Quality Monitoring
QoS – Quality of Service
RFI – Request for Information
RFP – Request for Proposal
RNA – Ring No Answer
ROI – Return on Investment
SaaS – Software as a Service
SA – Speech Analytics
SBR – Skill-Based Routing
SFA – Salesforce Automation
SIP – Session Initiation Protocol
SL – Service Level
SLA – Service Level Agreement
TAPI – Telephony Applications Programming Interface
TCO – Total Cost of Ownership
TTS – Text to Speech
UC – Unified Communications
UCD – Uniform Call Distributor
VoIP – Voice Over Internet Protocol
VPN – Virtual Private Network
VRU – Voice Response Unit
WAN – Wide Area Network
WFM – Workforce Management
WFO – Workforce Optimization

“Every day we’re saying, ‘How can we keep the customer happy?
How can we get ahead in innovation by doing this?’… because if we don’t, somebody else will.”