{"id":114201,"date":"2022-05-15T03:52:51","date_gmt":"2022-05-15T01:52:51","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/die-10-wichtigsten-call-center-kpis-die-sie-verfolgen-sollten\/"},"modified":"2026-04-17T19:53:15","modified_gmt":"2026-04-17T17:53:15","slug":"die-10-wichtigsten-call-center-kpis-die-sie-verfolgen-sollten","status":"publish","type":"post","link":"https:\/\/www.cloudtalk.io\/de\/blog\/die-10-wichtigsten-call-center-kpis-die-sie-verfolgen-sollten\/","title":{"rendered":"Die 10 wichtigsten Call Center KPIs, die Sie verfolgen sollten"},"content":{"rendered":"\n<p class=\"has-medium-font-size wp-block-paragraph\">Let&#8217;s say you\u2019re a Sales, Ops, or IT manager in a bustling call center for a growing software company. It\u2019s 10 a.m., and your team is juggling a surge in call volumes while you sift through dashboards full of metrics. <strong>You\u2019re trying to figure out which numbers truly matter\u2014are you focusing on the right KPIs, or is something slipping through the cracks?<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">Call center KPIs are your compass, helping you measure the quality of calls, track employee performance, and align operations with business goals. But with so many metrics to choose from, how do you decide what\u2019s essential? How can you avoid information overload and focus on what drives results?<\/p>\n\n<p class=\"wp-block-paragraph\">To help you cut through the noise, we\u2019ve identified the 10 most important call center metrics every manager should track. Let\u2019s dive in and ensure your team stays ahead.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Key Takeaways:<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Monitoring Key Performance Indicators (KPIs) is necessary for tracking performance and benchmarking your goals.\u00a0<\/li>\n<\/ul>\n\n<ul class=\"wp-block-list\">\n<li>Selecting the right combination of KPIs and metrics ensures that the call center operates efficiently, your agents perform optimally, and your customers can rely on your business.<\/li>\n<\/ul>\n\n<ul class=\"wp-block-list\">\n<li>Call center KPIs should measure<a href=\"https:\/\/www.cloudtalk.io\/de\/blog\/16-wesentliche-metriken-zur-anrufverfolgung-fuer-unternehmenswachstum\/\"> call center metrics<\/a> such as overall customer satisfaction, first call resolution time, abandonment rate, waiting time, blocked calls, and time agents spend on reporting.<\/li>\n<\/ul>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel is-style-image-left\" style=\"background-color:#DFF0F6\"><div class=\"cta-simple-panel-inner\">\n<figure class=\"wp-block-image size-large is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration2.svg\" alt=\"\" class=\"wp-image-201198\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong><strong><strong><strong><strong><strong><strong><strong>Optimize call center KPIs today<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.cloudtalk.io\/de\/demo-vereinbaren\/\">Book a demo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">Best KPIs to Use in Your Call Center<\/h2>\n\n<p class=\"wp-block-paragraph\">To drive impact, measure success, and locate improvement areas, it is crucial to track the right call center KPIs. Below, we rank them in order of importance.\u00a0<\/p>\n\n<h3 class=\"wp-block-heading\">#1 Kundenzufriedenheit (CSAT)<\/h3>\n\n<p class=\"wp-block-paragraph\">Without satisfied customers, even the most efficient call center won\u2019t succeed. <strong>Customer satisfaction is a direct reflection of how well your team meets expectations<\/strong>, influences retention rates, and impacts overall business growth. A high CSAT score means your service is working, while a low one is an early warning sign of deeper issues. The quickest and most effective way to uncover the reasons behind customer dissatisfaction is through surveys, which provide valuable insights into:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Customer perceptions of your product or service<\/li>\n\n\n\n<li>The challenges they face<\/li>\n\n\n\n<li>Areas for improvement<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">#2 Net Promoter Score (NPS)<\/h3>\n\n<p class=\"wp-block-paragraph\">While NPS might seem identical to Customer Satisfaction score, there\u2019s a slight difference. A Customer Satisfaction score only counts the satisfaction of a customer at a given moment. Meanwhile, <a href=\"https:\/\/www.zonkafeedback.com\/guides\/net-promoter-score-guide\" target=\"_blank\" rel=\"noreferrer noopener\">Net Promoter Score<\/a> measures how likely a customer is to recommend a product or service to others.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">High NPS means your customers are satisfied with your product and quickly turning into brand champions. This helps you <strong>create a feedback loop of loyal customers who buy more often and turn other customers into raving fans<\/strong>. Since administering NPS surveys is easy and fast, it\u2019s a great way to find out which customers are the most loyal and which are likely to churn.\u00a0<\/p>\n\n<h3 class=\"wp-block-heading\">#3 Number of Blocked Calls<\/h3>\n\n<p class=\"wp-block-paragraph\">This KPI shows you the <strong>percentage of callers that heard the busy tone<\/strong> when placing a call. If your customers encounter this, it typically means all of your agents are busy, or that technical issues are preventing your agents from answering the call.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">To improve this metric, you need to find out what&#8217;s causing the high number of blocked calls (understaffing, lack of adequate training, technical issues, to name a few) and then look for a solution. For example, better workforce planning can help you schedule more agents during peak hours, while addressing skill gaps with training ensures agents handle calls more efficiently.With CloudTalk\u2019s <a href=\"https:\/\/www.cloudtalk.io\/de\/call-center-werkzeuge\/intelligente-anrufweiterleitung-was-es-ist-wie-es-funktioniert-und-beste-praktiken\/\">Intelligent Call Routing<\/a>, you can take this a step further by connecting each customer to the most suitable agent based on interaction history and preferences. Paired with <a href=\"https:\/\/www.cloudtalk.io\/de\/was-ist-ivr-interactive-voice-response\/\">Interactive Voice Response (IVR)<\/a>, customers are guided through personalized routing options, ensuring that agents are better prepared for the conversation before it even starts.<\/p>\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"690\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi1.jpg\" alt=\"CloudTalk's IVR feature\" class=\"wp-image-292255\" srcset=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi1.jpg 840w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi1-300x246.jpg 300w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi1-768x631.jpg 768w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi1-521x428.jpg 521w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi1-424x348.jpg 424w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi1-138x113.jpg 138w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi1-88x72.jpg 88w\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" \/><\/figure>\n\n<p class=\"wp-block-paragraph\">Additionally, features like voicemail management allow customers to leave detailed messages when lines are busy, helping you minimize missed opportunities and maintain customer satisfaction.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>#4\u00a0 Call Arrival Rate<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">This metric tracks <strong>how many calls come in each day over the course of a month<\/strong>. By keeping an eye on the Call Arrival Rate, you can spot your busiest times when extra agents might be needed and slower periods when fewer agents can handle the load.<\/p>\n\n<p class=\"wp-block-paragraph\">It\u2019s also great for flagging any random spikes or dips in call volume that might need a closer look. With this data in hand, you can plan ahead, schedule your team smartly, and make sure you\u2019ve got just the right coverage during peak hours\u2014without overstaffing when things are quiet.<\/p>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel is-style-no-image\" style=\"background-color:#DFF0F6\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong><strong>Turn customer insights into action<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.cloudtalk.io\/de\/demo-vereinbaren\/\">Book a demo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"wp-block-heading\">#5 Average Wait Time (AWT)<\/h3>\n\n<p class=\"wp-block-paragraph\">This metric shows <strong>how long callers spend in the queue before they\u2019re connected to an agent<\/strong>\u2014calculated by dividing the total queue time by the number of calls answered.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">Why does this matter? Because no one has time to sit on hold for ages.<\/p>\n\n<p class=\"wp-block-paragraph\">In fact, <a href=\"https:\/\/getmindful.com\/blog\/how-long-should-customers-hold\/\" target=\"_blank\" rel=\"noreferrer noopener\">60% of callers<\/a> won&#8217;t wait on hold for more than a minute. The longer your callers are stuck waiting, the more likely they are to abandon the call and leave frustrated feedback. Keeping this number low is key to keeping your customers happy.<\/p>\n\n<h3 class=\"wp-block-heading\">#6 Durchschnittliche Zeit bis zum Abbruch (ATA)<\/h3>\n\n<p class=\"wp-block-paragraph\">This metric tracks the<strong> percentage of calls where customers hang up before they get connected<\/strong> to an agent. A <a href=\"https:\/\/vcc.live\/call-center-kpis\/call-abandonment-rate\/#:~:text=Industry%20benchmarks&amp;text=An%20acceptable%20call%20abandonment%20rate,times%2C%20and%20meeting%20customer%20expectations.\" target=\"_blank\" rel=\"noreferrer noopener\">2-5% abandonment rate<\/a> is standard, but if it creeps above 5%, it\u2019s time to dig into what\u2019s going on.<\/p>\n\n<p class=\"wp-block-paragraph\">It could be that your team is understaffed during peak hours, leaving customers waiting too long. Or maybe technical issues are slowing your agents down and making it harder to handle calls efficiently. Whatever the cause, remember: Every caller who hangs up is a missed chance to make a connection\u2014and possibly a sale.<\/p>\n\n<h3 class=\"wp-block-heading\">#7 Durchschnittliche Bearbeitungszeit (AHT)<\/h3>\n\n<p class=\"wp-block-paragraph\">Average Handle Time <strong>measures the entire journey of a call<\/strong>\u2014from when a customer dials in to when the agent wraps up any post-call tasks and is ready for the next one. It includes time spent in the queue, talking to an agent, and any follow-up work after the call.<\/p>\n\n<p class=\"wp-block-paragraph\">It\u2019s a solid metric for gauging agent efficiency and performance. But here\u2019s the catch: Don\u2019t over-optimize. Pushing agents to rush through calls might lower your AHT, but it\u2019ll likely frustrate your customers. Balance is key\u2014focus on efficient calls that still leave customers feeling heard and satisfied.<\/p>\n\n<div class=\"wp-block-group note\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Pro tip<\/p>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Use the <a href=\"https:\/\/www.cloudtalk.io\/de\/sprech-hoer-verhaeltnis\/\">Talk\/Listen Ratio<\/a> to track how much your agents talk versus how much they listen. A balanced conversation keeps customers engaged and helps uncover valuable insights. For example, if an agent talks 80% of the time, customers may feel unheard. Coaching them to aim for a 60\/40 split, with more listening, can lead to better understanding, higher satisfaction, and stronger outcomes.<\/p>\n<\/div><\/div>\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"690\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi2.jpeg\" alt=\"CloudTalk's Talk-Listen Ratio feature\" class=\"wp-image-292256\" srcset=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi2.jpeg 840w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi2-300x246.jpeg 300w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi2-768x631.jpeg 768w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi2-521x428.jpeg 521w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi2-424x348.jpeg 424w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi2-138x113.jpeg 138w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/02\/call-center-kpi2-88x72.jpeg 88w\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" \/><\/figure>\n\n<h3 class=\"wp-block-heading\">#8 Average After-Call Work Time (ACW)<\/h3>\n\n<p class=\"wp-block-paragraph\"><strong>Average After-Call Work Time (ACW) tracks how long agents spend on post-call tasks, like updating records, completing reports, or following up.<\/strong> It\u2019s a key metric for understanding how much time your team spends wrapping up calls and preparing for the next one.<\/p>\n\n<p class=\"wp-block-paragraph\">If your After Call Work (ACW) metric is higher than you&#8217;d like, it could mean your agents need more training or are overwhelmed with post-call tasks. A smart fix? Train agents to handle some of these tasks during the call itself.<\/p>\n\n<p class=\"wp-block-paragraph\">Tools like CloudTalk can make a huge difference here. By integrating seamlessly with your CRM, CloudTalk can automatically update customer records, reducing manual work for agents. Plus, our <a href=\"https:\/\/www.cloudtalk.io\/de\/call-center-werkzeuge\/agentenbericht\/\">Agent Reporting<\/a> feature gives you a clear view of team performance so you can spot coaching opportunities, streamline onboarding, or even recognize standout team members for their efforts.<\/p>\n\n<h3 class=\"wp-block-heading\">#9 First Call Resolution (FCR)<\/h3>\n\n<p class=\"wp-block-paragraph\">First Call Resolution (FCR) measures a <strong>call center&#8217;s ability to resolve a customer\u2019s issue on their first call<\/strong>, without needing follow-ups. Resolving a customer\u2019s issue on the very first call is one of the easiest ways to boost your reputation, improve customer satisfaction, and build loyalty.<\/p>\n\n<p class=\"wp-block-paragraph\">On the flip side, making customers repeat their issue to multiple agents across several calls can lead to frustration, negative feedback, and even losing them to a competitor. FCR doesn\u2019t just measure how well your team is resolving problems\u2014it reflects how seamless and efficient your customer experience really is.<\/p>\n\n<p class=\"wp-block-paragraph\">Investing in tools like call routing systems or knowledge-sharing platforms can help ensure the right agent handles the issue the first time, every time. This not only keeps your customers happy but also reduces overall call volume and saves valuable time for your team.<\/p>\n\n<h3 class=\"wp-block-heading\">#10 Fluktuationsrate der Mitarbeiter<\/h3>\n\n<p class=\"wp-block-paragraph\">Tracking customer satisfaction is crucial, but don\u2019t forget to keep an eye on your agents too\u2014they\u2019re the backbone of your customer support team. When your agents feel positive, supported, and motivated, it has a ripple effect on both customer service quality and overall team morale.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>But if your agents are leaving after a short time, forcing you to constantly recruit and train new hires, that\u2019s a red flag<\/strong>. High employee turnover doesn\u2019t just disrupt team dynamics; it also eats up valuable time and resources.<\/p>\n\n<p class=\"wp-block-paragraph\">If this sounds familiar, it\u2019s time to dig deeper. Regularly check in with your team to understand what\u2019s driving dissatisfaction. Is it workload, a lack of career growth, or something else? Addressing these issues not only reduces turnover but helps create a supportive, productive environment where your agents\u2014and your customer support\u2014can thrive.<\/p>\n\n<div class=\"wp-block-group blog-related-posts\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Recommended<\/p>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.cloudtalk.io\/de\/blog\/wie-gruendet-man-ein-virtuelles-call-center\/\">9 Steps To Starting a Virtual Call Center<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/de\/blog\/14-praktiken-zur-verwaltung-des-call-center-betriebs-im-jahr-2024\/\">How To Manage Call Center Operations<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/de\/blog\/call-center-benchmarking-10-schluesselmetriken-und-branchenstandards\/\">Call Center Benchmarking: 10 Key Metrics<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/de\/blog\/call-center-ueberwachung-7-praktiken-vorteile-und-tools\/\">How To Perfect Call Center Monitoring<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/de\/blog\/call-center-reporting-ihr-definitiver-leitfaden-2024\/\" data-type=\"link\" data-id=\"https:\/\/www.cloudtalk.io\/blog\/call-center-reporting-the-definitive-guide\/\">Call Center Reporting: Your Definitive Guide<\/a><\/li>\n<\/ul>\n\n\n\n<h6 class=\"wp-block-heading\">Recommended articles<\/h6>\n<\/div><\/div>\n\n<h2 class=\"wp-block-heading\">Key Call Center CX Metrics: CSAT, NPS, and Retention Rate<\/h2>\n\n<p class=\"wp-block-paragraph\">Some call centers may prioritize different KPIs based on their specific needs:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer satisfaction scores (CSAT):<\/strong> Measures how happy customers are with their experience.<\/li>\n\n\n\n<li><strong>First call resolution (FCR):<\/strong> Tracks how effectively agents solve issues on the first call.<\/li>\n\n\n\n<li><strong>Average handle time (AHT):<\/strong> Crucial for high-volume operations where efficiency is key.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">The reason these KPIs vary is simple: Every business has unique goals, customer expectations, and operational realities. What works for one company might not be the best fit for yours. That said, the most popular contact center CX metrics remain <strong>CSAT, NPS, and retention rate<\/strong>*.<\/p>\n\n<p class=\"wp-block-paragraph\">Choosing the right mix of metrics ensures your call center operates efficiently, your agents perform at their best without burning out, and your customers feel confident in your service.<\/p>\n\n<p class=\"wp-block-paragraph\">With <strong>CloudTalk, you can easily track and manage the most critical metrics for your business,<\/strong> helping you stay on top of performance and deliver exceptional customer experiences.<\/p>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel is-style-image-left\" style=\"background-color:#DFF0F6\"><div class=\"cta-simple-panel-inner\">\n<figure class=\"wp-block-image size-large is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration4.svg\" alt=\"voip call quality\" class=\"wp-image-201222\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong><strong><strong><strong><strong><strong><strong><strong>Start tracking the right call center KPIs<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.cloudtalk.io\/de\/demo-vereinbaren\/\">Book a demo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p class=\"wp-block-paragraph\"><strong>*Sources<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\"><strong>CMSWire. <\/strong><a href=\"https:\/\/www.cmswire.com\/contact-center\/16-important-call-center-statistics-to-know-about\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Center Statistics<\/a>.<\/p>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading ct-block-article-faq-header\">Frequently Asked Questions About Call Center KPIs<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1705387473801\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What are examples of call center KPIs?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Examples of call center KPIs include average handle time, <a href=\"https:\/\/www.cloudtalk.io\/blog\/first-call-resolution-definition-measurement-best-practices\/\">first call resolution<\/a>, customer satisfaction score, service level, and call abandonment rate.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1738326601251\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Where can I find a call center KPI dashboard?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>You can find a call center KPI dashboard in tools like <a href=\"https:\/\/www.cloudtalk.io\/\">CloudTalk<\/a>, which offers real-time tracking and insights to optimize performance and efficiency.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1738326610764\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What&#8217;s the definition of call center KPIs?\u00a0<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Call center KPIs are metrics used to measure performance, efficiency, and <a href=\"https:\/\/www.cloudtalk.io\/blog\/csat-score-meaning\/\" data-type=\"link\" data-id=\"https:\/\/www.cloudtalk.io\/blog\/csat-score-meaning\/\">customer satisfaction<\/a>, leading to improvements and achieving business objectives.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1738326621212\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What is a call center KPI scorecard?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>A call center KPI scorecard is a tool that tracks key performance metrics, helping managers <a href=\"https:\/\/www.cloudtalk.io\/blog\/best-saas-tools-to-double-your-organizational-efficiency\/\">monitor efficiency<\/a> and improve customer service.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1746780598431\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What metrics are measured in a call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>The main call center metrics are Customer Satisfaction (CSAT), <a href=\"https:\/\/www.cloudtalk.io\/blog\/first-call-resolution-definition-measurement-best-practices\/\">First Call Resolution (FCR)<\/a>, Service Level, Average Handling Time (AHT), Abandonment Rate, and Call Quality.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1746780690154\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Which KPIs are the most important?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>The most important KPIs in a call center are: Customer Satisfaction (CSAT), First Call Resolution (FCR), <a href=\"https:\/\/www.cloudtalk.io\/blog\/all-you-need-to-know-about-aht-average-handle-time\/\">Average Handling Time (AHT)<\/a>, Service Level, and Abandonment Rate.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1746780786638\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What\u2019s a typical KPI for a call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>A typical KPI for a call center is First Call Resolution (FCR), which measures the percentage of issues solved during the first interaction\u2014directly impacting Customer Satisfaction and Operational Efficiency.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1746780822542\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What metrics are measured in a call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>The key metrics measured in a call center include First Call Resolution (FCR), Abandonment Rate, Cost Per Call, Average After-Call Work Time (ACW), and Customer Satisfaction (NPS).<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1746780894415\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What are the KPIs for an outbound call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>The key KPIs for an outbound call center are: connection rate, number of calls made, conversion rate, Average Handling Time (AHT), and call quality. Success rate, contact rate, and Customer Satisfaction (CSAT) are also tracked.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1746780965243\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What KPIs should be tracked for call center agents?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Key KPIs for call center agents include: Average Handling Time (AHT), First Call Resolution (FCR), First Response Time (FRT), Call Quality, Abandonment Rate, and Customer Satisfaction (CSAT). Productivity and After-Call Work (ACW) Time are also monitored to optimize Efficiency and Customer Experience.<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Es gibt Hunderte von Call Center-KPIs, aus denen Sie w\u00e4hlen k\u00f6nnen. Welche davon sollten Sie messen? Hier ist unsere Liste&#8230;<\/p>\n","protected":false},"author":158,"featured_media":210242,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[275],"tags":[],"ct-post-type":[],"ct-tool-category":[],"class_list":["post-114201","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-callcenter-de-2"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/posts\/114201","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/users\/158"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/comments?post=114201"}],"version-history":[{"count":0,"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/posts\/114201\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/media\/210242"}],"wp:attachment":[{"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/media?parent=114201"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/categories?post=114201"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/tags?post=114201"},{"taxonomy":"ct-post-type","embeddable":true,"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/ct-post-type?post=114201"},{"taxonomy":"ct-tool-category","embeddable":true,"href":"https:\/\/www.cloudtalk.io\/de\/wp-json\/wp\/v2\/ct-tool-category?post=114201"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}