Running a call center isn’t about guesswork. If you want to know how your team’s really doing, you need to look at the numbers—specifically, KPIs (Key Performance Indicators). These aren’t just metrics; they’re your report card, showing exactly where your team shines and where there’s room to grow.
But here’s the kicker: It’s not just about knowing your own numbers. How does your call center measure up against the competition? Tracking KPIs is one thing, but knowing how your performance compares to industry leaders can transform your game. Let’s break it down.
The KPIs That Matter Most
If you’re not tracking the right KPIs, you’re flying blind. Here are the ones you need to keep on your radar if you want to boost efficiency and customer satisfaction:
- First Call Resolution (FCR): How often are issues resolved on the first call? It’s a huge factor in customer satisfaction.
- Average Handling Time (AHT): This measures the average time agents spend on a call, from start to finish. Speed matters, but only if quality doesn’t suffer.
- Customer Satisfaction (CSAT): How happy are your customers after each call? It’s the ultimate measure of success.
- Abandonment Rate: If customers are hanging up before reaching an agent, it’s a red flag.
But it’s not just about tracking these. You need to know how your numbers compare to the industry benchmarks.
Industry-Specific KPI Benchmarks—How Do You Stack Up?
Let’s look at the benchmarks across industries. Here’s how companies like Amazon, Mayo Clinic, and Goldman Sachs perform on key KPIs.
| KPI | E-commerce (Amazon) | Healthcare (Mayo Clinic) | Telecom (AT&T) | Financial Services (Goldman Sachs) |
|---|---|---|---|---|
| First Call Resolution | 75% | 85% | 70% | 90% |
| Average Handling Time | 6 minutes | 8 minutes | 7 minutes | 5.5 minutes |
| Customer Satisfaction | 85% | 90% | 80% | 92% |
| Abandonment Rate | 4% | 5% | 6% | 3% |
Let’s break it down:
E-commerce (Amazon): Customers expect quick answers. A 75% FCR is solid, but there’s room for follow-up. The 6-minute AHT shows the pressure for speed.
Healthcare (Mayo Clinic): When patients call, they need help fast. The 85% FCR reflects the quality service, but the complexity of issues explains the longer AHT.
Telecom (AT&T): Resolving tech issues takes time, which is why AT&T’s FCR is lower at 70%. They’re working on streamlining calls, but it’s an ongoing process.
Financial Services (Goldman Sachs): They’re at the top of their game with a 90% FCR and a 5.5-minute AHT. For them, efficiency and accuracy go hand in hand.
Closing the Gap—Improving Your KPIs
Once you’ve compared your performance to the benchmarks, the next step is improvement. These actionable steps can help you close the gap.
1. First Call Resolution (FCR)
How to Improve: Equip your agents with AI-driven tools and a comprehensive knowledge base. AT&T, for example, boosted their FCR by 12% with AI troubleshooting.
Take a look – 2025 AI Tools for Call Centers: Enhance Efficiency Now
2. Average Handling Time (AHT)
How to Improve: Streamline workflows by automating routine tasks. Amazon reduced AHT by 15% by introducing automated systems to handle FAQs.
3. Customer Satisfaction (CSAT)
How to Improve: Implement post-call surveys and make tweaks based on feedback. Mayo Clinic increased their CSAT by 10% after introducing empathy training for agents.
See How to Boost Call Center Performance with Proven VoC Strategies for more.
4. Abandonment Rate
How to Improve: Offer callback options during peak hours. Goldman Sachs reduced their abandonment rate by 50% after introducing a virtual hold system.
All the KPIs you’ll need – Achieve Call Center Success: 6 Critical KPIs for Outstanding Results
Monitoring KPIs in Real-Time—Tools That Help
To stay on top of your KPIs, you need the right tools to track them in real-time.
- Zendesk: Perfect for real-time customer satisfaction tracking.
- Google Data Studio: Customize dashboards to visualize your KPIs with ease.
- Five9: Offers workforce management tools alongside KPI tracking.
Pro Tip: Set up automated alerts for when KPIs drop below target. This lets you address issues as they arise, avoiding bigger problems down the line.
Conclusion: How Does Your Call Center Measure Up?
Knowing your KPIs is one thing, but understanding how they compare to the competition is the game-changer. Whether you’re ahead of the curve or playing catch-up, there’s always room to improve. It’s not just about matching industry standards—it’s about exceeding them.
With the right tools, the right processes, and a focus on continuous improvement, your call center can go from good to great in no time. Start tracking, tweaking, and improving, and watch your performance soar.