text: Call Center Metrics: Key Performance Indicators (KPIs)\n\nCall (Contact) Quality \nFirst-Call Resolution/Errors and Rework \nDefinitions and Use of Service Level \nResponse Time and Quality \nAverage Speed of Answer \nAbandoned and Blocked Calls \nForecasted Call Load vs. Actual \nScheduled Staff vs. Actual \nAdherence to Schedule \nAverage Handling Time (AHT) \nOccupancy and Productive/Nonproductive \nCost per Call (Cost per Contact) \nAverage Call Value \nRevenue \nBudget/Cost Objectives \nObjectives for Outbound \nCustomer Satisfaction \nEmployee Satisfaction \nTurnover \nOverall Call Center ROI