Customer service

9 call centre metrics to measure customer satisfaction

Enreach 13/02/2025
Clock icon 4 min
Agente de call center revisando métricas de satisfacción de cliente

Call centre tools do more than just manage calls; they also provide valuable metrics for measuring customer satisfaction. This is essential, because keeping customers happy is not just an objective – it is the reason why customer service departments exist.

Customer satisfaction is shaped by every interaction and depends on many factors: whether support is available across all channels, how long customers have to wait, how quickly their queries are resolved, how empathetic the service is and how well the interaction is personalised.

That’s why measuring customer satisfaction goes far beyond a simple CSAT survey. Here are nine key KPIs that will give you a 360-degree view of your customers’ satisfaction:

TRADITIONAL METRICS FOR MEASURING CUSTOMER SATISFACTION

1. CSAT

Customer Satisfaction Score (CSAT) is derived from direct surveys where customers rate their satisfaction after interacting with an agent.

👍 Optimal score: 80% or higher.

Tips for improving this KPI

  • Use chatbots to handle frequently asked questions (FAQs).
  • Automate email notifications when a ticket is created, under review or resolved.
  • Provide empathy and active listening training to agents who need it.

2. NPS

The Net Promoter Score (NPS) measures how likely customers are to recommend your brand to others.

👍 Optimal score: 50 or above.

Tips for improving this KPI

  • Evaluate the quality of service provided for the most common requests.
  • Ensure customers don’t have to call back for the same issue by implementing proactive solutions.

3. FCR

First Call Resolution (FCR) measures how effectively customer issues are resolved on the first call, reducing the need for follow-up calls.

👍 Optimal score: 70% or higher.

Tips for improving this KPI

  • Train each agent with the knowledge they need to resolve issues independently.
  • Develop a knowledge base so that all agents have access to accurate information.

4. AVERAGE QUEUE TIME

This metric calculates how long customers wait in a queue before being served.

👍 Optimal score: Less than 30 seconds.

Tips for improving this KPI

  • Hire additional staff to handle peak times.
  • Provide a comprehensive FAQ section on your website.
  • Implement a call bot to assess customer intent and route them to the best available agent.

5. AHT

Average Handle Time (AHT) measures the average duration of a call, including waiting time and post-call processes.

👍 Optimal value: between 4 and 6 minutes.

Tips for improving this KPI

  • Simplify internal processes that need to be completed during calls.
  • Integrate all possible tools with your customer service software (CRM, ticketing system, ERP, collaboration tools, etc.).
  • Automate administrative tasks to speed up After Work Call (AWC) processes.

COMPLEMENTARY METRICS TO MEASURE CUSTOMER SATISFACTION

6. CES

The Customer Effort Score (CES) is a measure of the effort required by a customer to resolve a problem. The lower the effort, the higher the satisfaction.

👍 Optimal score: 3 or less (on a scale of 1 to 7).

Tips for improving this KPI

  • Implement self-service strategies to address common questions. For example, use an AI chatbot on your website to handle FAQs and reduce the need for customers to call support.

7. CALL TRANSFER RATE

This metric shows how many times a call is transferred before it is resolved. Frequent transfers may indicate inefficiency.

👍 Optimal score: Less than 10%.

Tips for improving this KPI

  • Route calls based on agent skills to ensure customers are connected to the right person.
  • Build a knowledge base so that every agent can handle level 1 queries.

8. ABANDONMENT RATE

This KPI measures the percentage of customers who hang up before being served, often due to long waiting times or inefficient processes.

👍 Optimal score: Less than 5%.

Tips for improving this KPI

  • Implement a callback system to reduce the frustration of waiting.
  • Replace outdated IVR menus with a generative AI call bot to manage complex queries more effectively.

9. CUSTOMER RETENTION RATE

This metric measures the ability to retain customers and prevent churn.

👍 Optimal score: 90% or higher.

Tips for improving this KPI

  • Conduct NPS and CSAT surveys to identify service friction points.
  • Monitor customer sentiment using sentiment analysis tools.
  • Work with sales and marketing teams to develop loyalty campaigns.

CUSTOMER SENTIMENT ANALYSIS IS ESSENTIAL

Sentiment analysis is becoming increasingly popular thanks to the integration of AI into contact centres. Put simply, this technology uses natural language processing (NLP) algorithms to interpret human communication, summarise, categorise and assess customer satisfaction at the end of a call. It then classifies interactions as satisfied, neutral or dissatisfied.

PROS

✅ Provides more natural and spontaneous feedback compared to NPS and CSAT surveys, as it analyses real-time interactions without relying on customer memory.

✅ When integrated with Business Intelligence (BI) software, it helps identify trends and patterns to pinpoint the types of queries that cause dissatisfaction.

✅ Facilitates the identification of targeted training needs by filtering interactions flagged as ‘dissatisfied’ and linking them to specific agents.

CONS

Struggles to detect sarcasm and irony, leading to potential misinterpretations. Human supervisors remain essential to review and validate bot interpretations.

❌ Requires investment in AI technology and tools, although this technology is becoming increasingly accessible, even for SMEs.

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