Contact Center KPIs: what to measure to improve Customer Experience

Customer expectations are becoming more and more demanding, being increasingly difficult for Contact Centers to meet their needs. Due to this situation, it is more important than ever to know what are your customers’ demands and how your agents can satisfy them. Our DV Contact Teams, experts in Customer Relation, share 6 KPIs you should implement to improve your customers’ experience.
KPIs to improve customer experience visual

Customer Satisfaction

Thanks to standard tools such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction), we are able to have relevant insights.

NPS is based on a single question: “How likely is it that you would recommend this company to a friend or colleague?” For CSAT, customers are asked about their satisfaction with the company, which is then rated from 1 (very dissatisfied) to 10 (very satisfied).

These traditional metrics are the first step to build a complete picture of your customers’ satisfaction. 

Average Response Time

Today’s customers don’t want to wait. The average response time is therefore determinant to measure the quality of your service.

It calculates the average time a customer waits to connect with your agents. This indicator provides valuable information about your team’s speed in dealing with issues and can show you where you may need more agents.

Average Handle Time

It measures the time an agent is occupied with an incoming issue. It helps you to identify both agent and Contact Center efficiency. It is important to understand that the best way to manage this indicator is to not push your agents to close a call without its resolution. For example, it is better that the call lasts 100 seconds and the problem is solved, than the average call is 40 seconds but you have to call 3 times to solve it. There must be a correct balance between time and resolution.

First Contact Resolution

It is the quantity of incoming service calls that are resolved during the first interaction with the customer. It is a direct reflection of a business capacity to solve problems and answer questions.

According to a recent study, The Ascent Group found that 44% of participants measuring first contact resolution for more than one year reported an average annual gain of 3%. Participants also reported an average 8% improvement in customer satisfaction.

Abandonment Call Rate

The rate of abandoned calls refers to the total number of calls where a person hangs up before an agent answers. Abandons happens for a variety of reasons including unnecessary hold times or an inneficient IVR System.

To calculate this indicator : divide the total number of abandoned calls by the total number of inbound calls or interactions. 

Data Analysis

It is a valuable tool to support your continuous improvement. Artificial intelligence can be a big help. It can allow your Contact Center to analyze and select the KPIs that are the most relevant to your business.

It is important to keep in mind that whether it’s IVR, chatbot, SMS, email or an agent being used to serve your customers, each channel should be measured separately to ensure an enriched customer satisfaction.

QoS (Quality of Service) by Digital Virgo

Our DV Contact experts created QoS, a product to generate voice surveys based on IVR technology (Interactive Voice Response). It helps to measure and to improve your service and therefore, your customers’ satisfaction.

The system includes 4 predefined questions (Quality of Service, Agent’s evaluation, Net Promoter Score and First Call Resolution) and can be personalized by adding any question you want. It also provides clients with tailor-made reports and real time statistics in order to constantly monitor your customers’ experience.

If you are interested to know more about our solutions contact Our Team at

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