21+ Call Center Metrics & KPIs Every Contact Center Should Consider

The key points of this text are that implementing a contact center is only the first step in optimizing customer service strategy, and understanding call center metrics is crucial to measure performance. The article highlights 20 important call center metrics that businesses should consider tracking, including Customer Satisfaction Score, First Contact Resolution, Customer Retention Rate, Cost per Contact, Call Abandonment Rate, Average Speed of Answer, and more. These metrics help businesses understand their customer service strengths and weaknesses, identify areas for improvement, and make data-driven decisions to increase productivity and improve the customer experience. The article also emphasizes the importance of establishing benchmarks, setting regular goals, and making adjustments as needed to optimize call center performance. Additionally, it mentions Twilio Flex, a cloud-based contact center solution that allows businesses to track their call center metrics and customize reports to suit their needs.

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