Most Commonly Used Call Center Metrics

Most Commonly Used Call Center Metrics

The call center industry is a customer-centric industry. Hence to deliver an amazing and indelible experience to customers in every interaction. In order to deliver such experiences, the call center sets certain standards that every employee has to follow.

Most Commonly Used Call Center Metrics
Most Commonly Used Call Center Metrics

These standards or targets are known as KPIs ( Key performance indicators). Although every call center has different KPIs which vary as per the business requirement and process type (Inbound or outbound), however, there are some common KPIs or terms used in every call center irrespective of the process.

What are Call Center Metrics??

Call center metrics commonly known as KPI (Key Performance Indicator) are the predefined targets set by the client with the call center mentioned in the agreement.

Some Commonly know Call Center metrics are mentioned below:

  • AHT (Average Handling Time)
  • Shrinkage 
  • Attrition
  • Shift\Break Adherence
  • CPH (Call/Chats per hour)
  • CSAT(Custommer Satisfaciton)
  • NPS ( Net promotor Score) etc.

In our today's blog we are going to discuss "Most Commonly Used Call Center metrics".


Shrinkage is one of the most important and common metrics used in a call center. However, sometimes it is considered a part of KRA.

"Shrinkage" in a call center is defined as the deficit of manpower vs. the rostered manpower count for an interval or a specific day.

Rostered manpower is essential for day-to-day operations. Shortage in manpower can affect a process in a bad way. Almost every KPI whether it is handling call volume or generating revenue in the sales process, if we do not have scheduled manpower then we will certainly fail. 

Formula to calculate shrinkage: (Rostered agents- present agents)/ Rostered agent*100 

Example: Let's assume that we rostered 10 agents for the day but only 8 turned up. In this case we will calculate the shrinkage :

Shrinkage = (10-8)/10*100 = 2% 

There are 2 types of Shrinkage: Planned and unplanned
    Planned Shrinkage: Where an employee has already been informed in      advance about the leave and the employee is not available on a specific day, then this shrinkage, is known as planned shrinkage
    Unplanned Shrinkage: Shrinkage Where an employee did not turn up to the office while he was scheduled for the day is known as Unplanned shrinkage.

Learn more about shrinkage by clicking on the link 


Retaining talent in a call center is a hard nut to crack. Manpower attrition is a nightmare in almost every call center because hiring new talent after attrition, training them, and investing in their future is a very time-consuming process.

Attrition has been a major concern in every call center and needless to mention that every company leaves no stone unturned to retain there talent.

"Attrition Formula = Number of agents attrite /Avg of Opening and closing headcount*100 "

Example: Let's assume in a specific month there were 5 agent attrite .Opening headcount =20 , closing headcount =15 . To calculate the attrition we can use the above mentioned formula. 

5/17.5*100 =28.57%

3.Shift/Break Adherence:

Schedule adherence is a measure of agents' adherence to the shift timings or break timings. The ideal adherence should not be less than 95%

The formula to calculate shift adhrence is:

"(Rosterd hours-late timings)/rosterd hours *100 = Shift adhrence %"

Let's understand it by and example :

Suppose an agent has to spend 8 hrs( 480 mins) productive in the office and out of these hours agent was late for 20 mins in the shift . 

Below is the shift adherence % :

(480-20)/480*100 =95.83%


AHT is an abbreviation for Average Handling Time. This metrics varies as per the line of business . 

For instance in sales process the handling time of customer would be high as compared to the inbound process because in sales process the client is more focused on engaging the customer and for that you average handing time should be hight wherein for an inbound process your AHT should be minimum as there are queues of customer and if the advisor take more time to handle a single agent it can abandoned other customer calls which can lead to customer dissatisfaction. 

"Formula to calculate AHT = (talktime+holdtime+wrap time)/number of calls"

Example: We can consider below case as an example to calculate AHT.An advisor spent 5 mins in talktime , 1 min in Hold time and 2 mins in Wrap time . 

The total time spent on call was 8 mins = 480 secs. The total call taken by the advisor is 5 .

Formula to calculate the AHT is : 480/5 = 96 secs


CSAT is the abbreviation of Customer Satisfaction . It will be fair to say that this metrics is the baseline of customer service . Every brand wants to keep the customer happy to increase the CSAT, which in turns increases the "word of mouth" and market credibility of the company.

Every brand shares the feedback survey to every customer post using their service . A customer can reply the feedback in 3 ways : Good, Average or Poor . These 3 parameters are key metrics to calculate the CSAT .

"Formula to Calculate CSAT = Survey received as "Good"/ Total number of survey sent "

In the above formula the point is to remember is that we are using Total number of survey as the denominator not total number of calls/

Example: One advisor rajesh taken 100 calls in a day . Out of 100 calls he sent the survey to 70 customers and in return received 35 survey feedbacks as "Good". 

Hence the formula to calculate the CSAT is: 35 /70 *100 = 50%

Above mentioned call center metrics are very common and frequently used in every BPO. However metrics may vary as per the nature of business and client requirement 

However if you are preparing for Leadership Interviews in BPO, then understand and memorize the above mentioned metrics and their formulas

Readers, I hope this blog will help you to understand the role and formulas of commonly used metrics in call center 

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Will post my next article soon till then 


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