Use this checklist to prepare your contact center metrics for buyer review. These KPIs help demonstrate operational effectiveness, customer experience, and scalability.

Contact Volume & Traffic Data

□ Total Contact Volume (Calls, Emails, Chats, Texts)

□ Contact Volume by Hour / Day / Month

□ Abandonment Rate (% of calls dropped before reaching agent)

Performance & Efficiency Metric

□ Average Handle Time (AHT)

□ Average Speed of Answer (ASA)

□ First Call Resolution (FCR) Rate

□ Service Level (e.g., % answered within 30 seconds)

□ Call Transfer Rate

□ Complaint & Escalation Volume

□ Conversion Rate (Sales / Actions per call)

Customer Experience Metrics

□ Customer Satisfaction Score (CSAT)

□ Net Promoter Score (NPS)

□ Churn-Related Contact Rate

Financial & Operational KPIs

□ Cost per Contact

□ Agent Utilization Rate

□ Contact Center Staffing Levels (FTE / Shifts)

□ Outsourcing / BPO metrics (if applicable)

Systems & Structure

□ Contact Center Platform(s) in Use

□ Call Routing Logic or IVR Flow Diagrams

□ Agent Training & QA Processes

□ Reporting Dashboard or KPI Tracker

✅ Pro Tip: Include historical data (trailing 12–24 months) where possible. Buyers want to see trends, not just snapshots.
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