Important Contact Center Statistics in 2025
March 26, 2025
It's often said that data is the lifeblood of organizations today. But if you don't know what data to track, understanding where you are, how your business and team are doing, and making decisions is far more challenging.
To help CX leaders track key metrics and best understand how their call center and employees are actually performing, we've collected this list of the most important contact center statistics.
Top Call Center Statistics
B2C stands for business-to-consumer, which means you sell to individual customers and not to businesses or business representatives. Any industry that sells to individual people uses a B2C model. Compared to a B2B, the B2C model usually has a shorter sales cycle, a lower purchase value, and more personalized marketing that focuses on how the product/service will benefit the individual.
Now that you are familiar with B2C sales, let’s take a brief look at the B2C sales cycle itself.
To ensure contact center success and jumpstart your decision for what should make your call center statistic dashboard, here are our top picks of the best call center stats.
Customer Satisfaction (CSAT)
Understanding if your customers are happy or not must be metric number one. The best way to do that is to measure customer satisfaction (CSAT) and Net Promoter Score (NPS®). The former measures your customers' more general feelings towards their experience with your company, often on a scale of 0 to 100 and represented as a percent. CSAT is a metric frequently touted externally, and many companies with a percentage in the high 90s (especially above 95) put the number front and center to inspire loyalty and encourage trust from other customers.
Net Promoter Score (NPS)
NPS, on the other hand, is specific to how likely customers would recommend your company to others, usually on a scale from 1 to 10. The metric can still be a great judge of how happy your customers are with your company. However, it doesn't paint the full picture, so it's usually combined with CSAT. Additionally, NPS is a metric usually shared only internally and used to guide how your business keeps improving the customer experience.
What's significant about these metrics is that they usually don't apply only to the customer call center: CSAT and NPS are often reported on at an organizational level. Of course, we recommend that CX leaders also collect call center-specific iterations of CSAT and NPS through support call or ticket surveys to ensure your contact center's success.
First Call Resolution (FCR)
When a customer calls your contact center or sends a support ticket, both you and they want that interaction to be the only one necessary to solve the problem. The percentage rate at which this happens is called First Call Resolution (FCR). While speed plays a crucial role in customer satisfaction, accuracy is equally important. In fact, according to our recent CX Report, 66% of consumers say getting an accurate resolution is more important than a fast one.
A high FCR in your contact center statistics shows your customer service representatives are highly skilled at solving customers' issues quickly and on the first try. A strong FCR score (typically 70-80%) means the customer is happier because their problem was solved without sending in multiple requests, while your team is more productive and can handle more customers' inquiries.
Contact Center Statistics for Efficiency
Average Speed of Answer (ASA)
When time slows to a crawl, it's usually because you're waiting for something. And no hold music in the world will make waiting for someone to answer your support call better. CX leaders must keep a close eye on how long it takes reps to answer calls — the average speed of answer (ASA) — to help understand how efficient their call center is. Most call centers represent their ASA using the 80/20 rule: for example, 80% of calls have an ASA of under 30 seconds.
However, speed alone isn’t enough, 44% of consumers prioritize human connection over speed, especially in complex or sensitive situations. A great ASA ensures customers aren’t left hanging, but it must be balanced with quality interactions.
Average Handle Time (AHT)
That said, efficiency is multifaceted, and ASA won't cut it alone. The time it takes from picking up the call to resolution, or average handle time (AHT), is crucial for understanding how long it takes to solve customers' issues. AHT is usually measured in minutes (or sometimes hours), as it's generally restricted to time spent on the phone.
Total Resolution Time
Of course, calls won't always completely solve a customer's issue. Whether it's because of a product return or a problem that simply needs more investigation, you should also track the total time it takes to resolve customer inquiries. Depending on your business and the type of support requests your team handles, this call center stat may be quite different from your AHT and may even be represented in days or weeks versus minutes or hours.
Occupancy Rate
Another contact center statistic that helps ensure efficiency is occupancy rate — the measure of how full your reps' workloads are. However, a 100% occupancy rate isn't your goal, as your reps will quickly become burned out. Aim for 80-90% instead to keep them busy but not overwhelmed.
Post-Call Work Time
For most call centers, support calls don't represent all the work a rep must do. To ensure proper reporting and records, many reps are required to complete post-call forms or write summaries. CX leaders often use the post-call work time — often represented in minutes — to help balance the time spent on the phone and writing reports.
Call Abandon Rate
If your call center's ASA is high, you can bet your abandon rate will be, too. Long wait times make it far more likely for your customers to abandon their calls and seek support elsewhere (or worse, not at all). A high abandonment rate is also correlated to a lower FCR, as it may take several times for a customer to get through to a rep.
You should aim for your abandonment rate to be in the low single digits; anything under 5% is generally considered good. However, as well as an overall call abandon rate, you should pay attention to specific breakdowns of when calls are being abandoned. Start evaluating based on standard deviations of your ASA and tweak your reports based on your results.
Service Level Agreement (SLA)
Depending on your business, you may have service level agreements (SLAs) with your customers. If customers bought service packages that stipulate response times, you must adhere to those SLAs or risk the consequences in their contract. For example, customers on a Gold-level service plan may promise a o-ehour response time, while Platinum-level plan members are promised a response within 30 minutes.
In addition to customer SLAs, the call center often has internal SLAs it aims to achieve. Many of the call center statistics we mentioned above can have SLAs (e.g., the 80/20 ASA SLA). When determining your contact center's SLAs, first look to industry averages for guidance, but always make sure you continuously evaluate their accuracy and adjust them if needed.
Keep Up With CX Trends
Forty percent (40%) of consumers are willing to walk away after a single poor customer service experience, according to our recent survey. Clearly, the stakes have never been higher, so adequately tracking your call center's success through these metrics is more important than ever.
See what else we found about the state of CX today. Download the Five9 2025 Customer Experience Report.
