I’ve audited dozens of contact centers.
These are the 3 KPIs I always look at first.
They tell you everything you need to know about your operation.
1. Bill to Pay
This is the ratio of time agents spend with customers versus what you’re paying them.
Every minute an agent isn’t talking to a customer is a cost with no return.
It’s the most direct measure of labor efficiency in your operation.
And in my experience, it’s the number one metric executives should be watching.
2. Customer Satisfaction
Simple but non-negotiable.
Unsatisfied customers don’t come back.
You can cut costs all day long. But if satisfaction drops, you’re losing revenue on the other end.
Both metrics have to move together.
3. Service Level
This is how fast you’re answering calls.
And here’s what most people don’t realize:
Getting this wrong in either direction is a problem.
→ Too fast? You might be overstaffed and overspending on labor.
→ Too slow? You’re probably frustrating customers and losing them.
The sweet spot tells you exactly how lean you can run your operation without sacrificing quality.
Most contact centers track 20+ metrics.
But if these 3 are healthy, your operation is healthy.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
