Call center KPI Library

Learn more about some of the top metrics
to track and report on in a call center

First Call Resolution (FCR)

Get phone calls handled on the first and only try.

Average Handling Time (AHT)

Ensure all it takes to handle a query is as short as possible.

Call abandonment rates

Minimize the number of calls that drop before answered.

CSAT - customer satisfaction

Measure how customers perceive your products.

Call center turnover rate

Count how many agents decide to change jobs.

Average Talk Time

Empower agents to swiftly and effectively handle calls.

Average Wait Time

Make sure callers don't have to wait too much to be connected to an agent.

Agent idle time

Empower agents to be as productive as they can during their workdays.

After Call Work (ACW)

See how efficient all post call processing activities are.

Cost per call

Keep costs low while maintaining high levels of efficiency in your contact center.

Average Speed of Answer (ASA)

Delight customers and maximize efficiency at the same time.

Discover how VCC Live can help
your contact center thrive

Features

Browse through all VCC Live’s features that make your life easier, including automatic dialers, ACD, IVR and a lot more.

Features
Channels

Today’s contact centers need to use all channels that they customers use. These include voice, SMS, email, and a lot more.

Channels
Solutions

Is a robust contact center solution a good choice in your case? Find our which teams and companies can benefit the most from this.

Solutions