Call center performance isn't just about the volume of calls handled. It's far more complex (and strategic) than that. 📊
In this comprehensive guide, we explain how to improve your call center's performance: the right indicators to track, the methods that work, the essential tools, and the mistakes to avoid.
Whether you manage a small contact center or a call center with several hundred agents, this guide will give you all the keys you need to optimize your performance. Let's go! 🚀
What is call center performance?
Call center performance can be measured on several dimensions:
- Operational efficiency: how many calls handled, in how much time?
- Service quality: are customers satisfied?
- Agent productivity: how many tickets per agent/day?
- Controlled costs: what is the cost per call handled?
- Team well-being: turnover rate, commitment, agent satisfaction
A high-performance call center is one that manages to balance these 5 dimensions without sacrificing one for the other.
Call center key performance indicators (KPIs)
1. Volume and availability KPIs
Number of calls handled
- Total incoming calls per day/week/month
- Answered calls vs. abandoned calls
Pick-up rate
- of calls that reach an agent
- Target: >90
Drop-out rate
- of customers who hang up before getting an agent
- Objectif : <5%
2. Reactivity KPI
Average waiting time (AWT)
- Time before an agent responds
- Objectif : <2 minutes
Average Handle Time (AHT)
- Total call time (conversation + post-call work)
- Optimize without sacrificing quality
Service Level
- % of calls answered within a target time (e.g. 80% within 20 seconds)
- Industry standard: 80/20 (80% of calls within 20 seconds)
3. Quality KPIs
CSAT (Customer Satisfaction Score)
- Immediate customer satisfaction after the call
- Target: >80%.
FCR (First Call Resolution)
- % of problems solved on first call
- Target: >70%.
- It's THE KPI most correlated with customer satisfaction
Call quality rate
- Score based on listening to call samples
- Criteria: adherence to script, empathy, resolution, compliance
To find out more about measuring satisfaction, read our guide to measuring customer satisfaction.
4. Productivity KPIs
Number of calls per agent per day
- Volume processed per agent
- To be contextualized according to complexity
Agent occupancy rate
- % of time agent is active (call + after-call work)
- Target: 75-85% (not 100%, otherwise burnout!)
Absenteeism rate
- % of unplanned absences
- Team well-being indicator
5. Business KPIs
Cost per call (CPC)
- Total center cost / number of calls handled
- Reduce without sacrificing quality
Call center ROI
- Value generated vs. costs incurred
- Particularly important for shopping centers (sales, upsell)
7 levers to improve call center performance
Lever 1: Optimize call flow management
Problem: Unpredictable call peaks, endless queues
Solutions :
- Predictive analysis: anticipate peaks (product launches, sales, incidents)
- Intelligent routing: direct the call to the most qualified agent available
- Automatic callback: "We'll call you back in 10 minutes" rather than keeping you waiting
- Voice self-service (enhanced IVR ): resolve simple requests without an agent
- Deflection to digital: offer chat or email for non-urgent requests
Lever 2: Train and support your agents
Problem: Poorly trained agents = poor quality, dissatisfied customers
Solutions :
- Structured onboarding: comprehensive initial training (products, tools, soft skills)
- Ongoing training: regular updates, new products, feedback
- Individualized coaching: personalized feedback based on listening to calls
- Gamification: making training fun and engaging
- Sharing best practices: learning from the best agents
Lever 3: Equip your agents with the right tools
Problem: Agents juggling 10 applications, searching for information for 5 minutes
Solutions :
- Unified CRM: all customer information in one place
- Centralized knowledge base: instant access to procedures and answers
- AI copilot: real-time suggestions during the call(Klark Copilot)
- Collaboration tools: easy transfer between agents, internal chat
- Automation of admin tasks: less manual data entry, more customer time
At Klark, our customers have increased their productivity by 50% by equipping their agents with an intelligent AI co-pilot.
Lever 4: Improve the first call resolution rate (FCR)
Why it's crucial: 1% increase in RCF = 1% increase in CSAT
How to improve the FCR :
- Give agents autonomy: authority to make decisions (refunds, commercial gestures)
- Simplify processes: fewer validations, fewer transfers
- Improve training: more competent agents = faster resolution
- Get it right: instant access to information and solutions
- Analyze the causes of non-resolution: why did the customer have to call back?
Lever 5: Intelligent automation
What needs to be automated :
- Answers to simple questions: via voice chatbot or intelligent IVR
- Gathering preliminary information: even before contacting an agent
- Post-call tasks: automatic summary, CRM update
- Proactive notifications: alert customers before they call
What NOT to automate:
- Complex or emotional situations
- Strategic decisions
- VIP or high-value customers
Automation done right frees up your agents to focus on what really requires their human expertise.
To find out more, read our guide on how to automate your customer service.
Lever 6: Monitor and act on agents' well-being
Problem: High staff turnover (30-40% in some centers), demotivated agents
Solutions :
- Flexible working hours: teleworking, flexible working hours
- Recognition: celebrate successes, not just point out failures
- Career development: clear path (agent > senior agent > supervisor)
- Pleasant working environment: comfortable offices, regular breaks
- Active listening: regular surveys, 1-on-1 interviews
- Less repetitive: automate thankless tasks (thanks to AI!)
A happy agent = a satisfied customer. It's mathematical.
Lever 7: Measure, analyze, optimize in a loop
The method :
- Define priority KPIs (3-5 max to start with)
- Set up real-time dashboards
- Analyze gaps vs. objectives
- Identify root causes (not just symptoms)
- Implement corrective actions
- Measuring impact
- Repeat
Continuous improvement is the key to sustainable performance.
Indispensable technological tools
1. Cloud phone system (VoIP)
- Flexibility, scalability
- Telecommuting made easy
- Integration with CRM
Examples: RingCentral, 8x8, Aircall
2. CRM call center
- Customer data centralization
- Full interaction history
- Reporting and analytics
Examples: Salesforce Service Cloud, Zendesk, Freshdesk
3. AI solution for agents (Copilot)
- Real-time suggested answers
- Instant access to knowledge
- Automatic summaries
Our recommendation: Klark integrates with all CRMs and boosts productivity by 50%.
4. Quality monitoring tools
- Listening and scoring of call samples
- Identifying training needs
- Detecting recurring problems
Examples: CallMiner, Verint, Tethr
5. Workforce Management (WFM)
- Forecasting call volumes
- Optimal team planning
- Leave and absence management
Examples: Genesys, NICE, Calabrio
Mistakes that undermine call center performance
❌ Mistake #1: Focusing solely on speed
Reducing AHT at all costs = sloppy agents, dissatisfied customers who call back.
Solution: Balance speed AND quality. A well-managed call the first time is more profitable than 3 quick but poorly resolved calls.
❌ Mistake #2: Underestimating the importance of the RCF
The FCR is THE most important KPI. A customer who has to call back = unhappy customer, doubled costs.
❌ Mistake #3: Neglecting agent well-being
High turnover = recruitment/training costs, lower quality, lower performance.
❌ Mistake no. 4: Not using the data
Are you collecting tons of data but not analyzing it? You're missing out on valuable insights.
❌ Mistake #5: Resisting automation out of fear
"AI is going to replace my agents!" No. AI will free them up to do higher-value work.
Performance benchmarks: where do you stand?
| KPI | Low | Medium | Excellent |
|---|
| Pick-up rate | <70% | 70-85% | >90% |
| Drop-out rate | >10% | 5-10% | <5% |
| Service Level (80/20) | <70% | 70-85% | >85% |
| CSAT | <70% | 70-80% | >80% |
| FCR | <60% | 60-75% | >75% |
| Turnover agents | >40% | 25-40% | <25% |
The impact of AI on call center performance
Artificial intelligence is radically transforming call centers:
- Intelligent voice assistants: handle simple calls without a human agent
- AI copilots for agents: real-time suggestions, 2x productivity
- Sentiment analysis: identifying frustrated customers for prioritization
- Demand forecasting: better team planning
- Post-call automation: summaries, automatic CRM updates
Concrete results with Klark:
- +50% agent productivity
- -30 to 40% reduction in operating costs
- +15 CSAT points
- Improved agent well-being (less repetitive work)
Conclusion: call center performance is multidimensional
Improving call center performance isn't just about handling more calls faster. It's about :
The 5 pillars :
- Efficiency: optimize flows, reduce waiting times
- Quality: high FCR, high CSAT, first-call resolution
- Productivity: agents equipped with the right tools, smooth processes
- Cost control: intelligent automation, positive ROI
- Well-being: happy agents, low turnover, high commitment
Levers for action :
- Optimize flow management
- Training and supporting agents
- Equip with the right tools (AI, CRM, analytics)
- Improve FCR
- Intelligent automation
- Caring for agents
- Continuous measurement and optimization
Want to boost your call center performance? Discover how Klark can transform your productivity in just a few hours.
Because a high-performance call center is one where agents are equipped, customers are satisfied, and costs are under control. 🚀
About Klark
Klark is a generative AI platform that helps customer service agents respond faster, more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.
