How to measure call centre efficiency

Speed, accuracy, and customer satisfaction are all non-negotiable for contact centres. But with rising customer expectations and the constant pressure to control costs, achieving true efficiency can feel like balancing on a knife-edge.

Call centre efficiency isn’t just about doing more with less - it’s about consistently delivering high-quality service while optimising resources. In this blog, we’ll explore how call centre metrics and KPIs are used to measure contact centre performance, the metrics that matter most, and how your call centre can overcome common obstacles to thrive in a competitive industry.

How to measure call centre performance & efficiency

Efficiency in a contact centre can look very different depending on the industry you serve. A sales-driven BPO will measure success differently than a customer service team in retail. But across all sectors, efficiency is defined by one universal goal: delivering excellent service with minimal resources.

This means running a contact centre built on optimised operations, supported by a well-trained, motivated team. Achieving this balance requires focusing on four key pillars:

Operational performance: Efficient processes, accurate resource allocation, and adaptability to fluctuating demands ensure your contact centre runs smoothly.
Customer experience: Quick, effective, and empathetic service builds loyalty and enhances your brand.
Agent productivity: Empowering agents with the right tools and training helps them handle calls effectively while avoiding burnout.

Cost management: Reducing waste through automation and optimising resource use ensures profitability without compromising quality.

Which call centre metrics and KPIs measure performance and efficiency?

The KPIs you choose to measure and track will depend on your contact centre’s focus, whether it’s customer service, outbound sales, or debt collection. However, there are common call centre metrics and KPIs that apply across most operations, as they provide insight into operational performance, customer satisfaction, and agent productivity.

According to our 2025/26 UK Contact Centre KPI Benchmarking Insights Report, the KPIs contact centres most commonly prioritise reflect a balance of customer experience, responsiveness, and operational performance.

The most selected metrics were customer satisfaction (48%), speed of answer (35%), service level achievement (34%), conversion rate (33%), and first call resolution (33%).

While priorities vary by operation, the following KPIs consistently play a central role in measuring overall contact centre efficiency.

1. Average Handle Time (AHT)

AHT measures the average time an agent spends on a call, including hold time and after-call work. It indicates how efficiently customer interactions are handled.

Average handle time varies depending on the type of contact centre. In our 2025/26 benchmark report, the mean inbound AHT was 8 minutes, with outbound operations reporting a similar average.

While a high AHT might indicate inefficiency, it’s not always negative. Agents may need more time to resolve complex or sensitive queries, which can boost customer satisfaction in the long term. In customer care and technical support, over a third of respondents reported higher AHT (10–15 minutes), reflecting the complexity of support queries.

‍Balancing AHT is key - focus on resolving issues thoroughly without rushing customers.

2. Quality Assurance (QA) Score

QA Score measures the quality and consistency of agent interactions, including compliance and customer experience standards.

In the 2025/26 benchmarking report, 29% of decision makers selected compliance scores as one of their most important KPIs, reinforcing that quality and adherence remain central to efficient performance.

Strong QA processes support efficiency by reducing repeat contacts, minimising compliance risk, and improving first-contact outcomes.

High QA scores indicate that agents are meeting both regulatory and customer expectations, building trust and loyalty.

Regular analysis of QA results can uncover coaching opportunities and refine scripts to drive consistent performance.

3. Customer Satisfaction (CSAT)

CSAT measures how satisfied customers are with their interaction, which is typically gathered through post-call surveys.

In our benchmarking report, customer satisfaction scores were the most selected KPI overall, prioritised by 48% of respondents.

High CSAT scores show that agents are meeting customer needs effectively, but speed doesn’t always equal satisfaction. A personalised and thorough approach is often more impactful than a quick, impersonal resolution.

4. First Contact Resolution (FCR)

FCR measures the percentage of customer issues that are resolved during the first interaction, without the need for follow-ups or escalations.

For inbound customer care and technical support teams, the mean FCR is 41%. While performance varies, 27% of respondents reported inbound FCR levels between 50% and 79%, showing what’s achievable for well-optimised teams.

A strong FCR not only improves customer loyalty but also reduces operational costs by minimising repeat calls. If your FCR is low, assess whether your agents have the tools, training, and support to resolve queries on the first attempt.

Still not decided which other call centre performance metrics to track? Take a look at our guide to call centre reporting metrics and KPIs.

Benchmarking call centre efficiency: Where to begin

To measure the efficiency of your call centre, it's important to benchmark performance so that you can identify opportunities for improvement.

Using AI-driven QA and analytics tools can help you monitor key call centre metrics against industry standards, competitors, or past performance, and make it easier to uncover insights that will drive operational success.

For outbound teams specifically, using purpose-built tools like MaxContact’s outbound engagement solution can help you track and optimise key outbound call centre metrics, such as contact rates, conversion rates, and calls-to-success.

1. Collect the right data

Use advanced call centre software to track specific KPIs (AHT, FCR, CSAT)
Segment data by channel, team, or call type to identify trends.

2. Compare performance

Benchmark metrics against industry standards, competitors or past performance.
Analyse differences between teams, shifts, or channels to uncover strengths and weaknesses.

3. Set realistic goals

Align targets with business objectives and Service Level Agreements (SLAs)
Prioritise actions that balance efficiency with quality.

4. Monitor and adapt continuously

Use performance analytic dashboards to track metrics in real time.
Regularly review benchmarks to meet changing customer expectations.

How do you compare?

Gain insight into how your performance measures up and download our Benchmark Report.

What stalls contact centre performance?

Even with the right metrics in place, contact centres face common challenges that can hinder efficiency. Here are some of the pitfalls to watch out for. Learn how it impacts performance and how to overcome it

1. Outdated & unreliable technology

Does your contact centre rely on legacy systems? Do you struggle with limited integration capabilities and slow performance?

While it can be tempting to push on with legacy systems, it’s important to recognise that outdated technology lacks advanced features like AI-driven analytics and real-time reporting. As new technology evolves, your legacy tech will soon have you falling behind competitors who stay up to date.

‍The impact

Your Average Handle Time remains high due to slow systems and limited customer information access.
You struggle to improve your poor CSAT as customers consistently experience delays.
Your legacy system's limited reporting capability doesn't give you the depth of insights needed for decision-making.

Learn how Compare My Insurance improved call centre performance metrics after replacing an unreliable dialler system.

2. Manual processes & inefficient operations

Do you frequently question why your call agents aren’t as productive as you’d hoped? Perhaps you’ve noticed that your call team always seems busy but aren’t delivering quick and efficient call outcomes?

If your contact centre is operating with outdated workflows and ineffective call routing methods, it leads to inconsistent customer service.

Another aspect that damages productivity, is when call centre agents spend too much time completing manual tasks, such as dialling and post-call updates.

‍The impact

Your FCR reduces as your call agents struggle to resolve queries efficiently.
Lack of utilised resources and poor operations lead to frustrated customers and higher call abandonment rates.
You continuously waste money and resources on redundant processes.

See how D2MS improved outbound call centre metrics using MaxContact’s auto-dialler and reporting tools.

3. Training and development gaps

Be honest. Does your call centre overemphasise system training? Do you have a big enough focus on soft skills like conflict resolution?

If agent training in your contact centre is generic and sporadic, the likelihood of development gaps becomes a risk.

‍The impact

Overall, agent performance is inconsistent and incidents of non-compliance increase.
Your call agents feel unsupported in skill development, which leads to retention issues.

Discover how Honey Group improved call centre performance and QA metrics using speech analytics.

4. Poor workforce management

For many contact centres, effectively managing the workforce is a struggle. Do you frequently find that your call centre is under-resourced during peak times? Or are there periods of time where your call centre is over-staffed and call agents are idle?

If the answer is yes, then you have fallen into the trap of inaccurate forecasting and inefficient scheduling.

‍The impact

Your CSAT is poor due to stretched resources and agent fatigue.
Your contact centre experiences high agent turnover rates, which drives up recruitment and training costs. This pressure is reflected in our latest benchmark data: 53% of respondents said agent workloads have increased over the last year, and mean annual agent turnover sits at 31%.

Modern workforce management tools can help balance workloads and optimise resource use.

MaxContact: Your partner in efficiency

Modern contact centre software is the backbone of operational excellence. MaxContact’s solutions are designed to help teams improve call centre metrics, performance, and customer outcomes:

Intelligent call routing: Skills-based routing connects customers to the most qualified agents, improving FCR and reducing AHT.
Real-time analytics: Performance dashboards provide call centre leaders with instant insights, helping them address inefficiencies and optimise resources.
AI speech analytics: Automatically transcribe speech to text, speeding up QA processes and improving agent performance with data-led feedback.
Predictive analytics: Anticipates customer needs, refines scripts, and helps overcome objections for better outcomes.

Efficient call centres aren’t built overnight. But with the right tools, strategies, and benchmarks, they’re within reach. Discover how MaxContact can help you boost efficiency, enhance customer satisfaction and future-proof your operations.

Book a Demo

‍

Content

Our articles and industry insights give you expert perspectives, practical strategies, and the latest trends to help your business connect smarter and perform better.

Blog

Read the Article

5 min read

Call Centre Outsourcing: How Can BPOs Meet Their KPIs?

Is your outsourced contact centre struggling to keep pace with rising customer expectations and tightening margins? You’re not alone. A large number of BPO leaders are feeling the pressure.

Many BPO leaders also struggle with the challenge of accurately measuring and improving performance. Benchmarking offers a powerful solution, but knowing where to start can be overwhelming.

In this guide, we’ll explore the art of benchmarking for outsourced contact centres, helping you identify strengths, weaknesses, and opportunities for growth.

What is Benchmarking?

Benchmarking is your secret weapon for growth. It’s a simple idea: compare your performance against industry standards to identify where you perform well and where you need to improve.

There are two main types:

Competitive benchmarking: How do you stack up against direct competitors?
Process benchmarking: What can you learn from other industries’ best practices? (this one is less commonly used)

The Benchmarking Challenge

BPOs are often faced with inconsistent data, varying KPI definitions and a lack of clarity when it comes to industry standards. The fast-paced nature of the contact centre environment, coupled with intense competitive pressures, makes it difficult to establish reliable benchmarks.

Despite these challenges, benchmarking is essential for BPO survival and growth. Here’s why:

Measuring important metrics is about quality control. It tells you what you’re doing well and what you could be doing better.
Benchmarking gives you data, and data allows you to compare your performance. This gives you the evidence you need to drive improvements.
Consistent benchmarking is a highly effective way of identifying and implementing best practice. Applying best practice across your contact centre operations gives you a competitive edge.
Benchmarking over time is the best way to stop minor challenges becoming major problems, for example, identifying agent churn.

Overcoming benchmarking challenges requires a strategic approach. It starts with defining clear objectives and selecting relevant KPIs.

What are the Top 3 Metrics?

Our recent Benchmark Report revealed the top 3 metrics that contact centres put the most emphasis on:

50.4% said Average Handle Time (AHT) was their top metric.
42.2% named Quality Assurance (QA) as their top metric.
41.2% confirmed CSAT as the most important metric.

The predominance of AHT is influenced by tight margins and challenging economic conditions. As a result, contact centres squeeze AHT. However, measuring AHT in isolation is not a metric that should be taken at face value as it neglects customer experience. Considering AHT alongside other metrics such as CSATs for a clearer picture.

So what metrics should contact centres report on? The answer to that depends on the industry.

Key KPIs for Sales and Debt Resolution BPOs

Understanding and tracking the right KPIs is crucial for BPOs in sales and debt resolution but the metrics each of these sectors puts emphasis on will differ. Let’s take a closer look into the metrics that matter.

Sales-Focused BPOs

For sales BPOs, revenue generation is paramount. Key KPIs include:

Average Revenue Per Call (ARPC): Measures the average revenue generated per call. Improving sales scripts, agent training, and upselling can boost ARPC.
Conversion Rate: Indicates the percentage of calls that result in a sale. Focusing on lead qualification, effective sales pitches, and overcoming objections can enhance conversion rates.
Sales Cycle Length: Tracks the time between initial contact and closing a deal. Streamlining the sales process, using CRM effectively, and accelerating decision-making can reduce sales cycle length.
Customer Acquisition Cost (CAC): Measures the cost of acquiring a new customer. Optimising marketing campaigns, refining lead generation, and improving sales efficiency can lower CAC.

Debt Resolution BPOs

Debt resolution BPOs focus on recovering outstanding debts while maintaining customer relationships. Key KPIs include:

First Contact Resolution (FCR): Measures the percentage of customer issues resolved on the first contact. Effective agent training, improved systems, and knowledge bases can increase FCR rates.
Promise to Pay (PTP) Rate: Indicates the percentage of customers who commit to a repayment plan. Clear communication, flexible payment options, and empathy can enhance PTP rates.
Debt Recovery Rate: Measures the percentage of outstanding debt recovered. Effective collection strategies, legal compliance, and customer retention efforts can improve debt recovery.
Customer Satisfaction (CSAT): Evaluates customer satisfaction with the debt resolution process. Active listening, empathy, and transparent communication can boost CSAT scores.

By closely monitoring these KPIs and implementing data-driven strategies, BPOs in both sales and debt resolution can optimise performance and achieve their business objectives.

The Power of Technology for Benchmarking Success

Advanced contact centre technology is no longer a luxury but a necessity for BPOs seeking to succeed. MaxContact’s software is designed to be your strategic partner in driving performance and customer satisfaction.

With our platform’s robust reporting, analytics, and speech analytics capabilities, you can:

Optimise agent performance: Enhance agent skills, productivity, and customer interactions through real-time monitoring, coaching, and performance dashboards.
Improve customer satisfaction: Deliver exceptional customer experiences by reducing wait times, personalising interactions, and effectively managing customer feedback.
Drive operational efficiency: Streamline processes, optimise workforce management, and make data-driven decisions to improve overall performance.

The BPO industry is highly competitive, and technology plays a pivotal role in differentiating your business. By investing in a robust contact centre solution like MaxContact, you can gain a competitive edge, enhance customer experiences, and drive sustainable growth.

Not Sure How You Measure Up?

To maintain a competitive edge in the BPO landscape, leaders must use advanced benchmarking methodologies and cutting-edge technologies.

Our comprehensive benchmarking report offers in-depth analysis of industry trends, actionable insights for sales and debt resolution verticals, and strategies for enhancing both customer experience and operational efficiency.

[Download your copy today]

A Complete Guide to Call Centre Reporting Metrics

Blog

5 min read

A Complete Guide to Call Centre Reporting Metrics

Measuring call centre efficiency is straightforward enough. But with so many KPIs available to analyse, deciding which ones to track and focus on isn’t such an easy feat.

We’ve compiled an easy-to-follow cheatsheet of metrics you should care about across four key areas to help you stay focused.

Customer experience
Agent productivity
Call initiation
Call centre operations

While tracking and acting on these metrics is a good place to start, they are only useful when they are measured in context.

Insights from our latest 2025-26 UK benchmarking report show that the highest-performing contact centres consistently outperform the average across multiple KPIs, reinforcing the importance of tracking the right metrics together rather than in isolation.

If you’re looking for a broader view of performance beyond individual KPIs, our guide on how to measure call centre efficiency explores how these metrics work together to drive overall effectiveness.

1. Customer experience metrics and KPIs

Metrics that measure customer satisfaction, loyalty and ease of service.

Customer Satisfaction Score (CSAT)

What is it? CSAT Measures customer satisfaction with a product, service, or interaction.
Why does it matter? It indicates overall customer happiness and loyalty.
Top tip: Use post-interaction surveys to gather feedback and address negative responses quickly.

How to calculate Customer Satisfaction Score (CSAT)
CSAT = (Positive Responses/Total Responses) x 100

CSAT is the most commonly prioritised KPI in UK contact centres. However, it’s crucial to note that it is most effective when it’s tracked alongside other metrics, such as first contact resolution and speed of answer.

Net Promoter Score (NPS)

What is it? NPS measures customer loyalty by asking customers, ‘How likely are you to recommend us?’
Why does it matter? NPS strongly correlates with long-term customer retention.
Top tip: Use follow-up questions to understand the pain points of detractors and convert them into promoters.

How to calculate Net Promoter Score (NPS)
NPS = %Promoters − %Detractors

First Contact Resolution (FCR)

What is it? First Contact Resolution (FCR) is the percentage of issues resolved during the first interaction with a call agent.
Why does it matter? Higher FCR usually has a positive impact on customer satisfaction and reduces repeat calls, resulting in less frustration.

How to calculate First Contact Resolution (FCR)
FCR = (Issues Resolved on First Contact/Total Issues)×100

UK contact centres report an average inbound FCR of around 41%, while over a quarter achieve rates above 50%. This highlights that there is usually a significant performance gap between average and top-performing teams.

First Response Time (FRT)

What is it? First Response Time (FRT) is the average time it takes to respond to a customer’s initial contact.
Why does it matter? The faster your responses, the higher your customer satisfaction scores will be.

How to calculate First Response Time (FRT)
FRT = Total Number of Tickets Responded To/Total Time to First Response for All Tickets

Customer Effort Score (CES)

What is it? Customer Effort Score (CES) measures how much effort it takes a customer to resolve their issue.
Why does it matter? The less effort a customer has to put in, the higher the correlation between satisfaction and loyalty.

How to calculate Customer Effort Score (CES)
CES=Total Number of Responses/ Sum of All Customer Effort Scores

Repeat Call Rate

What is it? Repeat Call Rate is the percentage of customers who call back about unresolved issues.
Why does it matter? A high Repeat Call Rate indicates gaps in problem resolution that could be addressed with agent training.

How to calculate Repeat Call Rate (RCR)
RCR=Total Calls Handled/Number of Repeat Calls×100

Script Adherence Rate

What is it? Script Adherence Rate is the percentage of calls where call agents have followed the approved script.
Why does it matter? It makes sure communication is consistent and regulatory compliant.

How to calculate Script Adherence Rate
Script Adherence Rate (%)= Total Number of Calls Evaluated/Number of Calls Where the Script Was Followed×100

Customer Lifetime Value (CLTV)

What is it? CLTV is the overall revenue a customer is expected to generate during their relationship with the business.
Why does it matter? It helps to prioritise high-value customer interactions and enables more experienced agents to handle those calls.

How to calculate Customer Lifetime Value (CLTV)
CLTV=Average Purchase Value×Average Purchase Frequency×Customer Lifespan

Revenue Per Call (RPC)

What is it? RPC measures revenue generated per call.
Why does it matter? RPC assesses the profitability of call centre operations.

How to calculate Revenue Per Call (RPC)
RPC=Total Number of Calls Handled/Total Revenue Generated

For outbound-focused teams, using metrics like RPC effectively depends on how well data is captured, analysed and subsequently acted on. This is a topic we explore further in 'Is your outbound sales team truly data driven?’

2. Agent productivity metrics

Metrics that provide insight into the performance of call centre teams and individual agents, highlighting strengths and areas for improvement through training.

-Average Handle Time (AHT)

What is it? AHT measures the total time spent on a call and includes talk, hold and wrap-up time.
Why does it matter? AHT can help identify if agents are effectively balancing efficiency and customer satisfaction.

How to calculate Average Handle Time (AHT)
AHT = Talk Time + Hold Time + After-Call Work/Total Calls Handled

Average handle time will always vary depending on call type. UK contact centres report that outbound calls average just over 8 minutes, with inbound support calls tracking slightly under that.

Average Talk Time (ATT)

What is it? ATT tracks the time agents spend actively speaking with customers.
Why does it matter? It indicates efficiency and the complexity of customer issues while providing more context to Average Handle Time.

How to calculate Average Talk Time (ATT)
ATT=Total Number of Calls Handled/Total Talk Time

Quality Assurance (QA) Score

What is it? Quality Assurance Score measures how well a call agent meets the defined quality of service, comparing an agent’s interaction against predefined scorecards.
Why does it matter? Monitoring QA ensures consistency and alignment with industry standards. Analysing quality scores across call agents can identify training needs.

How to calculate Quality Assurance Score (QA)
QA Score (%)=Total Points Available/Total Points Achieved×100

Agent Utilisation Rate

What is it? Agent Utilisation Rate calculates the percentage of an agent’s working time spent handling calls.
Why does it matter? It provides an overview of workload across call teams to prevent burnout.

How to calculate Agent Utilisation Rate
Agent Utilisation Rate (%)=Total Working Time/Time Spent on Productive Activities×100

Agent Utilisation Rate is becoming increasingly important for contact centres, with over half reporting that agent workloads have increased. This puts significant pressure on productivity and wellbeing.

Schedule Adherence Rate

What is it? Schedule Adherence Rate measures how closely agents stick to their schedules.
Why does it matter? It helps to make sure there is sufficient call agent coverage during peak times.

How to calculate Schedule Adherence Rate
Schedule Adherence Rate (%)=Total Scheduled Time/Time Spent Adhering to Schedule×100

Average Hold Time (AHT)

What is it? Average Hold Time measures the mean amount of time customers are placed on hold.
Why does it matter? Long average hold times highlight potential issues that need to be resolved, as they negatively impact customer satisfaction.

How to calculate Average Hold Time (AHT)
Average Hold Time (AHT)=Total Number of Calls/Total Hold Time Across All Calls

First-Call Close Rate

What is it? First-Call Close Rate shows the percentage of calls resolved on the first attempt.
Why does it matter? A high first-call close rate enhances customer satisfaction while reducing follow-up calls and agent workload.

How to calculate First-Call Close Rate (FCCR)
FCCR (%)=Total Number of Calls Handled/Number of Calls Closed on First Attempt×100

3. Call initiation metrics

Metrics that show how quickly and efficiently customer and agent calls are connected.

Average Speed of Answer (ASA)

What is it? ASA is the average time it takes for call agents to answer inbound calls.
Why does it matter? Longer wait times lead to frustrated customers and higher call abandonment.

How to calculate Average Speed of Answer (ASA)
ASA = Total Time Waiting in Queue/Total Calls Answered

The UK average speed of answer sits at around 17 seconds. However, many contact centres consistently answer calls within 10 seconds, which shows what’s actually achievable with effective resourcing.

Call Transfer Rate

What is it? Call transfer rate measures the percentage of calls transferred to another agent or department.
Why does it matter? High call transfer rates suggest poor call routing or gaps in agent training.

How to calculate Call Transfer Rate (CTR)
CTR (%)=Total Calls Handled/Number of Calls Transferred×100

Right Party Contact (RPC)

What is it? RPC measures the percentage of outbound calls that successfully connect with the right person.
Why does it matter? Low RPCs can lead to higher operational costs and reduced customer satisfaction. Low RPCs have the potential to be a compliance issue for sales and debt collection call centres.

How to calculate Right Party Contact (RPC)
RPC (%)=Total Number of Contact Attempts/Number of Right Party Contacts×100

UK outbound teams report an average right party contact rate in the low-to-mid 40% range, underlining the importance of data quality and dialling strategy.

Call Abandonment Rate

What is it? Call abandonment rate is the percentage of customer calls that hang up before speaking to an agent.
Why does it matter? High call abandonment signals customer dissatisfaction with wait times.

How to calculate Call Abandonment Rate
Abandonment Rate = (Abandoned Calls/Total Incoming Calls) ×100

The average inbound call abandonment rate currently sits at just over 4%, suggesting most contact centres are managing queues effectively, but with limited margin for error during peak periods.

4. Call centre operations metrics

Metrics that provide insights into the overall efficiency of call centre operations, enabling call centres to optimise processes.

Service Level Agreement (SLA) Compliance

What is it? SLAs measure the percentage of calls answered within a predefined timeframe and quality standard. This is pre-agreed between the call centre and its clients.
Why does it matter? Measuring calls in line with SLAs shows adherence to service-level performance goals.

How to calculate Service Level Agreement compliance
SLA Compliance = (Calls Answered Within SLA Time/Total Incoming Calls) ×100

Cost Per Call (CPC)

What is it? CPC is the average cost incurred per call handled.
Why does it matter? Evaluating CPC helps call centres optimise budget allocation.

How to calculate Cost Per Call (CPC)
CPC = Total Call Centre Costs/Total Calls Handled

For outsourced operations, consistently hitting KPIs such as SLAs, cost per call, and quality scores can be more complex due to working across multiple clients or campaigns concurrently. Our article on call centre outsourcing: how can BPOs meet their KPIs explores how providers can tackle these specific challenges.

Tracking the right metrics is essential for gauging effectiveness, but the follow-up question is always “how do we improve?” For many contact centres, AI and automation are becoming a central part of improving performance.

How AI and automation help contact centres improve metrics

According to the 2025/6 Benchmarking Report:

66% of contact centres are already using or piloting AI
A further 20% planning implementation.

Adoption of AI and automation is becoming widespread, and is reflective of the growing role that technology plays in improving efficiency, quality and customer experience.

A clear use case of AI-powered tools was to reduce metrics such as average handle time to provide a better customer experience.

47% of contact centres report improved customer experience following AI adoption
While 30% say AI has driven a significant transformation in service delivery

These gains directly support improvements in metrics such as first contact resolution, customer satisfaction and customer effort score.

Confidence in these AI and automation tools is high. 99% of contact centre leaders expect AI to improve effectiveness over the next three years, which means that technology advancements will play an increasingly central role in sustaining performance as agent workloads continue to rise.

Want to see how your contact centre compares?

Download the 2025/26 UK Contact Centre KPI Benchmarking Report to explore industry averages, performance gaps and emerging trends across customer experience, productivity and operations.

5 min read

How to reduce average handle time in your call centre

Average handling time (AHT) is a key measure of the efficiency of your call centre. Very simply, the faster calls are dealt with, the more you can get through and – theoretically – the happier your customers will be.

We say theoretically, because there’s a caveat here. Reducing AHT mustn’t happen at the expense of service. Rushing calls simply to improve AHT is a recipe for dissatisfaction and, ultimately, unhappy customers.

But it doesn’t have to be one or the other.

In the rest of this blog we’ll define what average handle time is and how it’s calculated. We’ll also share strategies for reducing average handling time while maintaining or even improving customer satisfaction (CSAT).

What is Average Handle Time (AHT)?

Average Handle Time (AHT) measures the average duration of a single customer interaction. It accounts for total talk time, hold time and after-call work (ACW) divided by the number of calls handled.

Talk time: The total time that agents spend talking to customers.

Hold time: Time customers spend waiting for an agent to deal with their issue(s).

After-call time: The time spent on tasks, such as making notes, sending emails, or categorising the conversation. These are tasks that a call centre agent has to do before handling another call.

Average Handle Time formula:

AHT = (Total Talk Time + Total Hold Time + Total After-Call Work Time) ÷ Number of Calls Handled

What’s considered a good AHT depends to some extent on the industry you’re in. Call Centre Helper’s Erlang calculator lets you enter specific metrics to work out your own AHT, but according to its own example, an AHT of 6m 10s is reasonable.

According to our recent Benchmark Report, 44% of our respondents reported times between 6 and 9 minutes.

Why is reducing AHT important?

As a general rule, the lower your AHT, the better. It means you can handle more calls, improve efficiency and reduce costs.

AHT also gives you the information to improve resource management, and to help agents improve performance. Taken together, it is one of the key metrics of any call centre operation.

Lowering your Average Handle Time can lead to:

Increased efficiency, so you can handle more calls with the same number of agents.
Cost reduction, so you save on operational costs by optimising agent time.

Improved customer satisfaction due to faster resolutions but only if quality is maintained.

Why is reducing AHT difficult?

There are a few common challenges that stop call centres from achieving lower Average Handling Times.

Complex customer issues

Naturally, some customer enquiries take more time to resolve than others, increasing handling time. These complex issues might include technical difficulties, multiple queries or sensitive situations. In these scenarios, focus on delivering a thorough and effective service over minimising call time.

Outdated systems and procedures

Trying to reduce AHT in a call centre that has inefficient processes and outdated systems is never going to go well. Outdated systems that respond slowly or crash frequently mean agents wait for screens to load or systems to reboot. Lack of integration between platforms can also mean switching between platforms to gather information, which takes extra time during calls.

Complicated workflows and manual tasks that could be automated result in more time to complete simple tasks, contributing to higher Average Handle Time (AHT).

Overcoming agent knowledge gaps

When call agents lack product knowledge, communication skills and familiarity with internal processes, it inevitably leads to longer call durations as agents spend more time finding information, hesitate during conversations, or place customers on hold to seek support.

Inexperienced agents might mishandle calls and give incorrect information, or fail to resolve issues on the first attempt. This leads to repeat contacts that further inflate AHT.

Balancing AHT with customer satisfaction

You should never measure AHT in silo. A focus on call times at the expense of other indicators can certainly lead to a low AHT – but also crash customer satisfaction ratings. Agents should never be incentivised to end calls prematurely or rush through conversations.

Agents who feel pressured to end calls quickly are more likely to make mistakes or give bad advice. When that happens another key call centre metric – first call resolution (FCR) rates – also suffers.

And if your AHT starts to rise, it doesn’t necessarily mean your call centre is less efficient. It could be that your agents are handling more complex calls that require longer to resolve. It’s important to check what is leading to longer call times before deciding what to do about them.

But, AHT is important and if you do need to bring it down, there are ways of doing so that won’t undermine the experience of your customers.

9 top tips to reduce Average Handling Time in your call centre

Use advanced call routing – match customers to the right agent

Thanks to intelligent skills-based call routing, it’s possible to connect customers with the most suitable agents based on their expertise. Matching customers to agents who are more likely to be able to solve their problems, reduces the time spent on transfers and results in efficient calls (and satisfied customers).

Automate processes with the right technology

Choose your call centre software wisely. Good technology allows you to serve customers more efficiently and more effectively. Embracing AI technology can remove bottlenecks in the customer journey and provide an easier path to improved AHT rates.

Here are some examples of how technology can be used effectively:

Interactive Voice Response (IVR) systems: Let customers self-serve for common queries and reduce the need for agent intervention.
AI-powered chatbots: Handle routine questions and free up experienced agents for more complex calls.

Improve quality by reviewing call recordings

With the use of speech analytics, call recordings can be used to pinpoint conversational culdesacs. As part of your quality assurance process, regularly review recorded calls with your agents to identify possible improvements. Skilled agents can confidently handle calls more quickly and effectively.

Focus on agent training

Tailor comprehensive training programs that focus on product knowledge, communication skills and problem-solving techniques. Well-trained agents can handle enquiries more efficiently.

Optimise your call scripts

Many customer interactions are similar in nature. By producing and refining call centre scripts that are easily accessible, you give your agents the smoothest route through any customer conversation. That means calls end sooner, but without agents cutting any corners.

Use Workflow Management Systems

Workforce management (WFM) systems help ensure you have the right resources in the right place at the right time. By optimising staffing levels for every client or shift, you reduce wait times and improve the overall performance of your call centre. At the same time, you’re not paying for staff hours you don’t need.

Monitor and analyse performance metrics

Use automated reporting tools to see company, campaign, team or individual performance analytics in one place. Regularly review call data to identify patterns and bottlenecks to make decisions.

Encourage agent feedback

Your agents are on the front lines and can provide valuable insights into inefficiencies. To get the best from your team, create an environment where they can share feedback openly.

Set realistic and balanced KPIs

While AHT is important, it shouldn’t be the only focus. Balance it with other key performance indicators (KPIs) like First Call Resolution (FCR) and Customer Satisfaction Score (CSAT).

How MaxContact can help

MaxContact’s industry-leading call centre software can help you reduce AHT and improve customer experience. Our solution gives you AI-driven workforce management, powerful IVR and self-serve functions, and real-time interaction monitoring to drive efficiency improvements.

In addition, our reporting and analytics tools help you identify bottlenecks in customer journeys, so you can put the processes in place to smooth the path to resolution and reduce AHT.

For more information on our contact centre solution, click here.

‍

Blog

5 min read

Maxcontact 2026 Roadmap: What's Next for AI-Powered Customer Engagement

We reveal our 2026 roadmap, featuring AI agents, conversation analytics, workflow automation, and connected insights to transform customer engagement.

In our January product webinar, we shared MaxContact's vision for 2026 and the roadmap that will help businesses turn every customer conversation into revenue-driving outcomes. Led by Kayleigh Tait, Marketing Director, and Conor Bowler, Principal Product Manager, the session revealed how we're evolving our platform to address the challenges contact centres face today.

The Challenges Driving Our Roadmap

‍

Three clear themes dominate conversations with customers across every sector we support:

Costs and customer expectations are rising faster than teams can keep up. Contact centres deal with higher expectations, more channels, and greater variability in customer behaviour. The volume of complex interactions continues to increase as routine queries shift to automation.

Data and insight remain fragmented. When information sits in disconnected systems, fixing problems becomes guesswork. Teams need unified visibility to make confident decisions in real time.

Organisations know AI can help but don't know where to start. The gap between AI adoption intentions and actual implementation remains significant. Businesses need clear, practical pathways to AI deployment with proven ROI.

‍

Our Product Vision: Maximising Every Moment

‍

MaxContact's 2026 roadmap centres on three interconnected pillars that work together to deliver smarter contact strategies:

Intelligent Automation: AI handles routine, high-volume interactions automatically, allowing human agents to focus on conversations that require empathy, judgement, and relationship-building. This includes both voice and digital AI agents that can manage everything from FAQs to payment arrangements.

Smart Operations: Workflow automation, real-time agent assistance, and predictive routing ensure teams operate at peak efficiency. We're building capabilities that reduce manual effort, eliminate context-switching, and help agents deliver better outcomes in every interaction.

Connected Insight: Conversation analytics, quality management, and unified reporting transform customer conversations into clear, actionable insight. Teams can understand what's driving performance, identify compliance risks, and make data-backed decisions across the entire operation.

‍

2026 Roadmap Highlights

‍

Q1 2026: Foundation and Enhancement

The year begins with significant updates to our core capabilities. AI Agent functionality expands to chatbot channels, enabling businesses to automate digital conversations with the same sophistication they've experienced with voice agents. Conversation analytics introduces custom scorecards, allowing teams to measure what matters most to their specific operations.

AI Assist Notes delivers quick post call notes cuts down after call admin, whilst enhanced dashboard manager gives teams clearer visibility into performance.

‍

Q2 2026: Real-Time Assist and Advanced Routing

The new Interaction Routing capabilities allow sophisticated inbound flow management, moving interactions between queues based on real-time conditions.

Real-time agent assist features provide agents with instant guidance, next-best-action recommendations, and contextual information during live conversations.

‍

Q3 2026: Predictive Intelligence and Quality Automation

The third quarter introduces behavioural driven workflows that responds to signals and customer context. Further quality management automation reduces the manual effort required for call scoring and compliance monitoring whilst improving accuracy and consistency.

Portfolio integration brings all products—Contact Centre, Conversation Analytics, AI Agents, and AI Chatbot—into a single view, providing business-wide insight into customer engagement performance.

‍

Q4 2026: Agentic AI and Self-Optimising Systems

The final quarter of 2026 begins to deliver the most transformative capabilities. Agentic AI orchestration enables AI agents to work together, handling complex, multi-step processes and hand over to a person where required.

Self-optimising workflows (in development in Q4 2026 and into 2027) use machine learning to continuously improve processes based on outcomes, reducing the need for manual tuning.

‍

Built for Real-World Impact

Every roadmap item addresses a specific customer challenge. The AI agent features, for example, solve the pressure sales and collections teams face to hit outcomes with fewer resources. The conversation analytics enhancements help teams move beyond guesswork when diagnosing performance issues.

‍

Design Partner Programme: Shape What's Next

MaxContact is actively seeking design partners who want early access to new features and the opportunity to influence product development. Design partners receive priority availability, direct access to the product team, and the chance to solve their specific challenges with cutting-edge capabilities before general release.

‍

A Platform That Evolves with You

The 2026 roadmap reflects months of listening to customers, analysing industry trends through research like the Voice of Consumer Report and the annual Benchmark Report, and identifying the capabilities businesses need next.

MaxContact is now a multi-product company—Contact Centre, Conversation Analytics, AI Agents, and AI Chatbot—but it's all one connected platform. The roadmap ensures these capabilities work together seamlessly, supporting smarter contact strategies that drive measurable business outcomes.

Whether your priority is reducing costs, improving customer experience, scaling operations, or ensuring compliance, the 2026 roadmap provides a clear path forward.

‍

Blog

5 min read

Workload squeeze: 52.6% of contact centres report rising agent workload as turnover remains high at 31.2%

New research finds contact centre agent workload pressure is accelerating as AI investment becomes a top priority.

The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year.

The report, based on a survey of 300 UK contact centre decision makers, highlights a sector balancing high customer expectations with tough economic conditions, and increasingly looking to technology to relieve pressure.

“Customer facing teams are being asked to do more - and the data shows that pressure is rising year-on-year,” said Ben Booth, CEO, MaxContact. “When workload increases, it doesn’t just affect service levels. It affects quality, morale, and the capacity to improve. The most sustainable response is to reclaim time - removing avoidable work and using AI to handle routine interactions and provide team’s with support, so they can focus on the conversations that truly need a human.”

AI moves from experiment to strategy

The research suggests AI is quickly becoming central to contact centre operations and investment. 66% of respondents say their organisations are using or piloting AI, with a further 20% planning implementation in 2025/26.

Looking ahead, 60% of respondents say AI and automation tools will be a main area of increased investment in 2026, while 55% cite AI and automation implementation as a top technology priority for 2025/26.

Among those already using or piloting AI, the report finds:

48% say AI has improved customer experience

30% say AI has driven a significant transformation, with AI becoming central to service delivery

99% are confident AI will improve contact centre effectiveness over the next three years

“This isn’t AI for AI’s sake,” added Booth. “Businesses are clear on the goal: protect customer experience or drive the desired business outcomes while reclaiming capacity for teams. The winners will be those who build AI into day-to-day service - not just a bolt-on tool.”

Competitive advantage is shifting towards technology, speed and insight

When asked what delivers the most competitive advantage, respondents point to:

Advanced technology/automation (42%)

Speed and responsiveness (42%)

Better customer data and insights (38%)

At the same time, the report highlights constraints contact centres must navigate as they scale AI. 45% cite data security concerns as a leading challenge holding back AI ambitions.

Reclaiming time in the contact centre

In response to the findings, MaxContact is urging leaders to focus AI investment on one tangible outcome, reclaiming time.

That means:

Shifting high-volume, repetitive interactions to self-serve and automation to reduce operational pressure

Using insight from conversations to spot objections, knowledge gaps and coaching opportunities - so you improve performance faster, across sales and service

Supporting agents with better context and guidance so human time goes to high-value, high-impact conversations

The full findings and benchmarks are available in the 2025/6 UK Contact Centre KPI Benchmarking Insights Report.

‍

Blog

5 min read

Contact Centre Trends: What to Expect in 2026

2025 taught us that small AI wins beat big promises. Now 2026 presents a different challenge.

Contact centres are working harder than ever – yet outcomes aren't improving. Despite deploying more technology and increased investment, connect rates remain stubbornly lower, attrition stays high and costs per call have reached a five-year high.

The breakthrough will come from technology that connects seamlessly – where your systems work as one platform, not separate tools.

Here's what contact centre leaders need to know about 2026.

2026's Defining Shift: Making Your Systems Talk to Each Other

Last year was about proving AI works. This year is about making it work together.

Picture this: Your conversation analytics spots that agents are struggling with a specific complaint type. Right now, that insight sits in a report somewhere. In 2026? It automatically triggers updated coaching materials, alerts team leaders, and feeds into next week's training schedule.

That's the shift. Not more tools. Connected tools.

Your CRM knows what your telephony system is doing. Your analytics feed your workforce planning. Your AI capabilities trigger actual actions, not just insights.

The winners in 2026 will connect their systems, not just collect them.

‍Key Takeaway: The winners in 2026 will be organisations that connect their capabilities, not just collect point solutions.

AI Adoption: Data First or Fail Fast

With 66% of organisations already using or piloting AI, adoption is no longer the question. Successful implementation is. And here's the problem: 80% cite data quality as their main barrier, while 75% say their data is too siloed to use AI effectively.

Here's what happens next

Some organisations will fix their data first. Others will skip that step and wonder why their AI projects fail. The gap between these two groups will widen fast in 2026.

The organisations getting it right start with a simple question:

Before any AI project: where's the data? Is it current? Can we trust it? Is it joined up?

Then they split projects into two categories:

Quick wins need minimal data. Automated absence handling? One data source. Call summarisation? Just transcripts. These deliver fast returns and fund bigger projects.

Big projects need more serious data work. Cross-channel customer insights. Predictive analytics. These require 12-18 months of data consolidation. But once done, they unlock multiple AI use cases at once.

The Reality Check

Most organisations skip the data work. They deploy AI on fragmented information. It disappoints. They blame the AI.

Meanwhile, AI is creating more data. Speech analytics now transcribes every call. Conversation analytics tracks every interaction. The challenge isn't just fixing old data problems – it's making the flood of new data useful for the people who need it.

‍Key Takeaway: Start with quick wins on clean data. But commit to the harder work of data consolidation, or your AI projects will keep disappointing.

Contact Strategy: Beyond Set-and-Forget

The numbers are stark: outbound connect rates sit at 42.8%, with only 27% reaching the right person. Traditional set-and-forget strategies aren't working. AI call screening will only make this harder.

Yet voice isn't dying – it's evolving. Most valuable AI starts with voice: conversational AI, sentiment analysis, real-time insights. Even chatbots are moving toward voice interfaces.

What Works in 2026

Three factors define successful contact strategies:

Speed to lead has returned as top priority. When customers show intent, the window is minutes, not hours. Organisations reaching out within 5-10 minutes see dramatically higher conversion.

Intelligent personalisation means dynamic, context-aware outreach. Not just who to contact, but when, how, and with what message based on their specific situation and recent interactions. This requires joining up web behaviour, contact history, and purchase patterns.

Dynamic multi-channel workflows adapt in real-time. Customer doesn't answer? Trigger an SMS: "We're calling from [company]. Save this number, we'll call back at [preferred time]." They respond with availability and the system adapts. They engage via chat? The system handles it and transfers to human when needed, with full context.

Why SMS Matters

SMS isn't replacing calls. It's making calls work better.

"Save our number, we'll call when suits you" transforms cold calling into expected contact. Response rates go up. Conversations are better because people are ready for them.

But only if your SMS, voice, chat, and email systems actually work together.

‍Key Takeaway: Abandon set-and-forget for dynamic, multi-channel workflows that adapt to customer behaviour. Build multi-channel workflows that adapt to how each customer actually wants to engage.

The Data Problem: From Integration to Intelligence

Contact centres are saying siloed data blocks CX improvement. Teams make decisions on incomplete information. Despite AI tools generating insights, frontline managers still can't easily answer: "Which agents are struggling and why?" or "Where are our quality issues?"

Will 2026 fix this? Our prediction: fragmentation won't worsen, but solving it will be slower than hoped. The challenge has shifted from having data to making it meaningful.

The New Challenge

Conversational analytics now transcribes every call and summarises every interaction. That's incredibly valuable.

But a team leader managing 15 agents faces 500 call summaries a day. Reading them all isn't realistic.

What they actually need: which agents need support right now? What's the trending issue today? What should I focus on first?

What This Looks Like When It Works

It's 9:30am Tuesday. Your team leader opens their screen and sees:

"Agent Sarah has handled three difficult complaints this morning. Might need a check-in."

"Billing issue contacts up 40% vs yesterday. Consider adding afternoon resource."

Not a dashboard to interpret. Not a report to analyse. Just: here's what needs your attention right now.

How to Get There

The organisations making progress aren't building more sophisticated dashboards. They're rethinking how information reaches people.

Alerts instead of reports. Team leaders get notified when agents need support. Ops managers see capacity issues before they escalate. The system brings insights to people, rather than expecting people to hunt for them.

Conversational access. A team leader can ask: "Why is Sarah's handle time up today?" and get an answer with context. No report building required.

Embedded in workflows. Insights appear where people already work, not in separate reporting tools they need to remember to check.

‍Key Takeaway: The challenge isn't gathering data or even analysing it. It's getting the right insight to the right person at the moment they can act on it.

Agent Experience: Finally a Priority

The statistics: 52% report increased workload (up 10 points), agents switch between 6-12 windows, attrition remains at 31.2%, and cost per call hits £6.26. As routine tasks automate, agents handle only complex interactions – meaning every contact is difficult.

Why This Matters Now

The business case is finally clear. At £6.26 per call, you can't afford agents spending 30% of their time hunting for information across multiple systems.

Vendors are starting to focus on this. The quick AI wins – digital deflection, call summarisation – are done. Now they're tackling the harder problem: reducing the cognitive load that comes from constantly switching context.

What’s Changing in 2026

As low-value tasks automate, agents handle only high-value interactions. Every conversation involves complexity or emotional sensitivity. The job is harder than ever.

In 2026, expect:

Unified desktops that bring information from multiple systems into single interfaces, surfacing the right information at the right time based on conversation context.

Real-time assistance that provides contextual guidance, suggests actions, surfaces knowledge articles, and drafts responses. AI becomes the agent's assistant, not replacement.

Post-interaction support recognising the emotional toll. Automated break scheduling after difficult calls, sentiment monitoring for struggling agents, proactive manager interventions.

Better performance frameworks moving beyond handle time to recognise interaction complexity. First-call resolution for complex issues, sentiment improvement, and de-escalation become the measures that matter.

Will 2026 fix the agent experience? Our prediction: improvements begin, but full transformation extends into 2027.

Key Takeaway: Agent experience is finally getting serious attention. The focus is shifting to reducing cognitive load and supporting agents who now handle only the most complex interactions.

The Offshore Reality

Offshoring is accelerating. The economic pressure from 2025 isn't easing – it's getting stronger.

But there's a pattern worth noting. Over the past 15+ years, we've seen the same cycle repeat: contact centres move offshore to cut costs. Quality issues emerge. Operations move back to the UK. Then costs rise again, and the cycle starts over.

Offshoring isn't a permanent solution. It's a response to immediate pressure that often creates different problems down the line.

What this means for UK operations

If you're running a UK contact centre, competing on cost alone won't work. The economics don't add up.

The path forward? Combine AI efficiency with the advantages UK operations naturally have. Quality. Cultural alignment. Regulatory compliance. Understanding of the local market.

AI helps narrow the cost gap. 20-30% efficiency improvements make the economics more defensible. You're still not the cheapest option, but you can justify the premium based on outcomes.

Here's the reality: without AI, UK contact centres at scale struggle to make the numbers work. With AI, you can compete on value rather than just price.

‍Key Takeaway: For UK operations, AI isn't a nice-to-have. It's what enables you to compete on outcomes while narrowing the cost gap that offshore alternatives exploit.

Looking Ahead: Strategic Technology Decisions

As we move through 2026, the question isn't whether to invest in technology. It's which technology to invest in.

Choose solutions that connect with what you already have. The best new tool in the world doesn't help if it sits in isolation. Before buying anything, ask: how does this integrate with our existing systems? Can it talk to our CRM? Our telephony platform? Our analytics tools?

Prioritise data foundations. Fix the plumbing before adding new taps. If your data is fragmented, every AI tool you add will underperform. Sometimes the smartest investment is consolidating what you have, not buying something new.

Look for vendors who care about outcomes, not just features. The conversation should be about what you're trying to achieve, not just what the software can do. Implementation support. Integration help. Ongoing optimisation. That matters more than a long feature list.

The bigger picture

The challenges facing contact centres in 2026 are real. Rising costs. High attrition. Fragmented data. Low connect rates.

But here's the opportunity: the right technology decisions – made thoughtfully – can genuinely transform outcomes. Not through revolutionary breakthroughs. Through building an ecosystem where your systems work together. Where new capabilities enhance what you already have. Where data flows naturally between tools, creating workflows that deliver results.

That's what 2026 is really about. Moving from collecting disconnected tools to building platforms that work as one.

What Contact Centres Should Prioritise in 2026

Strategic technology decisions that prioritise full deployment and optimisation of existing AI capabilities alongside thoughtful expansion of your technology stack.

Clear ROI demonstration for every new investment, with realistic timelines and measurable outcomes.

First-contact resolution as a cost-reduction strategy, using AI and better agent support to solve issues completely on first interaction.

Strategic workforce planning optimising resource allocation through AI-powered forecasting and scheduling.

Data foundations that enable AI success – investing in consolidation and integration before deploying new capabilities.

Agent experience improvements focusing on reducing cognitive load through unified interfaces and real-time assistance.

Integrated workflows connecting systems across your technology stack so capabilities work together, not in isolation.

The contact centre industry has shown remarkable resilience. As we enter 2026, the organisations that thrive will be those that combine innovative technology with strategic implementation – building integrated systems that deliver measurable outcomes.

Ready to build a more integrated contact centre for 2026? Book a demo to see how MaxContact’s integrated platforms can address your challenges.

‍

How to measure call centre efficiency

How to measure call centre performance & efficiency

Which call centre metrics and KPIs measure performance and efficiency?

1. Average Handle Time (AHT)

2. Quality Assurance (QA) Score

3. Customer Satisfaction (CSAT)

4. First Contact Resolution (FCR)

Benchmarking call centre efficiency: Where to begin

1. Collect the right data

2. Compare performance

3. Set realistic goals

4. Monitor and adapt continuously

How do you compare?

What stalls contact centre performance?

1. Outdated & unreliable technology

2. Manual processes & inefficient operations

3. Training and development gaps

4. Poor workforce management

MaxContact: Your partner in efficiency

Content

you might also like

Call Centre Outsourcing: How Can BPOs Meet Their KPIs?

What is Benchmarking?

The Benchmarking Challenge

What are the Top 3 Metrics?

Key KPIs for Sales and Debt Resolution BPOs

Sales-Focused BPOs

Debt Resolution BPOs

The Power of Technology for Benchmarking Success

Not Sure How You Measure Up?

A Complete Guide to Call Centre Reporting Metrics

1. Customer experience metrics and KPIs

Customer Satisfaction Score (CSAT)

Net Promoter Score (NPS)

First Contact Resolution (FCR)

First Response Time (FRT)

Customer Effort Score (CES)

Repeat Call Rate

Script Adherence Rate

Customer Lifetime Value (CLTV)

Revenue Per Call (RPC)

2. Agent productivity metrics

-Average Handle Time (AHT)

Average Talk Time (ATT)

Quality Assurance (QA) Score

Agent Utilisation Rate

Schedule Adherence Rate

Average Hold Time (AHT)

First-Call Close Rate

3. Call initiation metrics

Average Speed of Answer (ASA)

Call Transfer Rate

Right Party Contact (RPC)

Call Abandonment Rate

Service Level Agreement (SLA) Compliance

Cost Per Call (CPC)

How AI and automation help contact centres improve metrics

Want to see how your contact centre compares?

How to reduce average handle time in your call centre

What is Average Handle Time (AHT)?

Average Handle Time formula:

Why is reducing AHT important?

Why is reducing AHT difficult?

Complex customer issues

Outdated systems and procedures

Overcoming agent knowledge gaps

Balancing AHT with customer satisfaction

9 top tips to reduce Average Handling Time in your call centre

How MaxContact can help

Maxcontact 2026 Roadmap: What's Next for AI-Powered Customer Engagement

The Challenges Driving Our Roadmap

Our Product Vision: Maximising Every Moment

2026 Roadmap Highlights

Q1 2026: Foundation and Enhancement

Q2 2026: Real-Time Assist and Advanced Routing

Q3 2026: Predictive Intelligence and Quality Automation

Q4 2026: Agentic AI and Self-Optimising Systems

Built for Real-World Impact

Design Partner Programme: Shape What's Next

A Platform That Evolves with You