--- title: 6 Contact Center Performance Indicators to Improve description: Improve contact center performance with indicators that reveal quality, efficiency, and customer outcomes. See six metrics to prioritize. Read more today! image: https://www.univoip.com/hubfs/Imported_Blog_Media/NewMitelHomepageSlide-IntelligentContactCenter.jpg --- [![logo-univoip-white](https://www.univoip.com/hubfs/site-files/logo-univoip-white.svg "logo-univoip-white")](https://univoip.com/?hsLang=en-us) - Products - [Cloud Voice for Microsoft Teams](https://www.univoip.com/products/cloud-voice-for-microsoft-teams/?hsLang=en-us) Streamline your communications with our cloud-native Teams voice solution. - [UCaaS - OfficeConnect™](https://www.univoip.com/products/ucaas-office-connect?hsLang=en-us) Get the tools you need to enable your team to collaborate anywhere – on any device. - [Contact Center](https://www.univoip.com/products/contact-center/?hsLang=en-us) Enhance the customer experience with our omnichannel cloud contact center solution. - Partners - [Why Partner With UniVoIP?](https://www.univoip.com/why-partner?hsLang=en-us) Give your clients better communications solutions and support when you partner with UniVoIP. - [Why Choose UniVoIP?](https://www.univoip.com/why-univoip?hsLang=en-us) Collaborate better, innovate faster, and enhance CX across all channels with UniVoIP. - About - [Our Company](https://www.univoip.com/meet-univoip?hsLang=en-us) We power growth for our partners and customers with the most innovative technology in the industry. - [Resources](https://www.univoip.com/resources?hsLang=en-us) Stay up-to-date with the latest case studies, podcasts, and more from UniVoIP. - [Blog](https://www.univoip.com/blog) Get the latest news and blog posts curated by cloud communications experts from UniVoIP. - Get in Touch - [Request a Quote](https://www.univoip.com/request-a-quote?hsLang=en-us) Ready for seamless unified communications with high-touch aftercare? Request a customized quote today. - [Customer Support](https://www.univoip.com/customer-support?hsLang=en-us) Need help? Access Service Control, view the Help Center, or contact our customer support team here. - [Contact Us](https://www.univoip.com/contact?hsLang=en-us) Access our general contact form, phone numbers, and address here. EN ES [Login](https://univoip.cloud/) [Help Center](https://help.univoip.com/) Published: 21 Feb 2017 # 6 Contact Center Performance Management Indicators You Should Improve [Business Phone Systems](https://www.univoip.com/blog/tag/business-phone-systems) [Contact Center Solutions](https://www.univoip.com/blog/tag/contact-center-solutions) ![](https://www.univoip.com/hubfs/Imported_Blog_Media/NewMitelHomepageSlide-IntelligentContactCenter.jpg) The way customers and contact center agents communicate is changing. Does your business closely monitor these 6 key contact center performance management indicators to boost [customer experience](https://univoip.com/blog/what-is-an-omnichannel-contact-center-and-why-is-it-critical-for-customer-experience/?hsLang=en-us)? 1. ***Average Time in Queue*** – The total time callers wait in queue before an agent responds divided by the total number of calls answered by agents. 2. ***First Center Resolution*** – The percentage of calls that the agent completely addresses the customer’s needs without having to transfer them or call them back. 3. ***Average Abandonment Rate*** – The percentage of customers who hang up before reaching an agent. 4. ***Average After Call Work Time*** – The time an agent spends completing a transaction after the caller has disengaged. 5. ***Average Handle Time*** – The elapsed time from when an agent answers a call until the agent disconnects. 6. ***Employment Turnover Rate*** – The percentage of agents who leave the call center to work elsewhere. ## Next Level Contact Center Performance Management Deliver a memorable customer service experience with a hyper-connected **[cloud based contact center](https://univoip.com/solutions/cloud-contact-center?hsLang=en-us).** Fortified with enterprise-class, resilient architecture UniVoIP’s contact center equips your team with automated interactions and advanced routing algorithms. Offer your customers various channels to communicate including voice, email,  web chat, fax or SMS, and create a culture of rapid response times among your employees from anywhere, at any time. **Empowering productivity with advanced tools:** - **Agent & Supervisor Web-based** **Client** – a single application designed to handle all digital customer interactions so agents and supervisors experience synchronicity between all media channels - [**Agent Call Recording**](https://univoip.com/blog/why-every-business-needs-call-recording/?hsLang=en-us) – ensure superior customer service through quality control and agent performance based monitoring that encourages a highly productive work environment - **Flexible Reporting –** equip supervisors with real-time and historical reporting of call center agent performance metrics to easily determine strengths and weakness - [**Salesforce Integration**](https://univoip.com/solutions/enterprise/?hsLang=en-us) – deliver a true omnichannel customer experience with UniVoIP’s contact center and its seamless integration with Salesforce CRM software - [**WebConnect**](https://univoip.com/solutions/business-phone-system/features/webconnect?hsLang=en-us) – give agents immediate access to important caller information with web-based pop ups triggered by the caller ID of an inbound or outbound call #### Building an Omnichannel Contact Center [![](https://www.univoip.com/hs-fs/hubfs/Imported_Blog_Media/omnichannel-image-Dec-02-2023-12-06-29-2286-AM.jpg?width=310&height=322&name=omnichannel-image-Dec-02-2023-12-06-29-2286-AM.jpg)](https://univoip.com/resources/white-papers/omnichannel-contact-center/?hsLang=en-us) [Free Download](https://univoip.com/resources/white-papers/omnichannel-contact-center/?hsLang=en-us) #### Video Overview OUR BLOG ## Lastest blog posts Tool and strategies modern teams need to help their companies grow. [![Contact Center Speech Analytics: What It Is & How To Use It](https://www.univoip.com/hubfs/Blog/2026/Contact%20Center%20Speech%20Analytics%20What%20It%20Is%20How%20To%20Use%20It/univoip-feat-contactcenterspeechanalytics.jpg)](https://www.univoip.com/blog/contact-center-speech-analytics-what-it-is-how-to-use-it?hsLang=en-us) [AI](https://www.univoip.com/blog/tag/ai) [cloud communications](https://www.univoip.com/blog/tag/cloud-communications) [CCaaS](https://www.univoip.com/blog/tag/ccaas) [contact centers](https://www.univoip.com/blog/tag/contact-centers) [OfficeConnect](https://www.univoip.com/blog/tag/officeconnect) [speech analytics](https://www.univoip.com/blog/tag/speech-analytics) ### [Contact Center Speech Analytics: What It Is & How To Use It](https://www.univoip.com/blog/contact-center-speech-analytics-what-it-is-how-to-use-it?hsLang=en-us) Your contact center generates thousands of conversations packed with valuable information every day ... [![What Is Cloud Communications & How It Helps Businesses Scale?](https://www.univoip.com/hubfs/Blog/2026/What%20Is%20Cloud%20Communications%20How%20It%20Helps%20Businesses%20Scale/univoip-feat-whatiscloudcommunications.png)](https://www.univoip.com/blog/what-is-cloud-communications-how-it-helps-businesses-scale?hsLang=en-us) [Cloud Voice](https://www.univoip.com/blog/tag/cloud-voice) [cloud contact center](https://www.univoip.com/blog/tag/cloud-contact-center) [cloud communications](https://www.univoip.com/blog/tag/cloud-communications) [CCaaS](https://www.univoip.com/blog/tag/ccaas) [UCaaS](https://www.univoip.com/blog/tag/ucaas) [OfficeConnect](https://www.univoip.com/blog/tag/officeconnect) ### [What Is Cloud Communications & How It Helps Businesses Scale?](https://www.univoip.com/blog/what-is-cloud-communications-how-it-helps-businesses-scale?hsLang=en-us) The way businesses communicate has fundamentally changed. Gone are the days when scaling meant ... [![UCaaS vs CCaaS: What's The Difference & Which One Do You Need?](https://www.univoip.com/hubfs/Blog/2026/UCaaS%20vs%20CCaaS%20What%E2%80%99s%20The%20Difference/univoip-feat-UCaaSvsCCaaS.jpg)](https://www.univoip.com/blog/ucaas-vs-ccaas-whats-the-difference?hsLang=en-us) [Cloud Voice for Microsoft Teams](https://www.univoip.com/blog/tag/cloud-voice-for-microsoft-teams) [cloud contact center](https://www.univoip.com/blog/tag/cloud-contact-center) [CCaaS](https://www.univoip.com/blog/tag/ccaas) [contact centers](https://www.univoip.com/blog/tag/contact-centers) [Microsoft Teams](https://www.univoip.com/blog/tag/microsoft-teams) [UCaaS](https://www.univoip.com/blog/tag/ucaas) [unified communications](https://www.univoip.com/blog/tag/unified-communications) ### [UCaaS vs CCaaS: What's The Difference & Which One Do You Need?](https://www.univoip.com/blog/ucaas-vs-ccaas-whats-the-difference?hsLang=en-us) UCaaS, CCaaS, CPaaS, VoIP, SaaS – the acronyms can be dizzying. For businesses evaluating modern ... [![logo-univoip-white](https://www.univoip.com/hubfs/site-files/logo-univoip-white.svg "logo-univoip-white")](https://univoip.com/?hsLang=en-us) [![Calling for Microsoft Teams Specialist](https://www.univoip.com/hs-fs/hubfs/Calling%20for%20Microsoft%20Teams%20Specialist.png?width=150&height=127&name=Calling%20for%20Microsoft%20Teams%20Specialist.png)](https://appsource.microsoft.com/en-us/marketplace/partner-dir/90410ed0-9279-479f-87b7-ba3798a86cae/overview)   ##### PRODUCTS - [Cloud Voice for Microsoft Teams](https://www.univoip.com/products/cloud-voice-for-microsoft-teams/?hsLang=en-us) - [UCaaS](https://www.univoip.com/products/ucaas-office-connect?hsLang=en-us) - [Contact Center](https://www.univoip.com/products/contact-center/?hsLang=en-us) ##### PARTNERS - [Partners](https://www.univoip.com/why-partner?hsLang=en-us) - [Resources](https://www.univoip.com/resources?hsLang=en-us) ##### COMPANY - [Meet UniVoIP](https://www.univoip.com/meet-univoip?hsLang=en-us) - [Contact](https://www.univoip.com/contact?hsLang=en-us) - [Request a Quote](https://www.univoip.com/request-a-quote?hsLang=en-us) - [Customer Support](https://www.univoip.com/customer-support?hsLang=en-us) - [Blog](https://www.univoip.com/blog) [Privacy Policy](https://4136637.hs-sites.com/privacy-policy?hsLang=en-us)