What KPIs (and other cool terms) mean in the call center

Have you heard "KPI", "CR" or "Ticket" and nodded like you understood, but in your mind it was still buffering? Don't panic! We explain simply and clearly, without corporate jargon, what these terms mean when you work in a call center.

KPI = how well you do your job

KPI stands for Key Performance Indicators, but in short, it's your list of smart targets. Check these goals? People see that you have real skills and deserve applause. Miss them? It's not a tragedy, but you're definitely not going to shine in the domestic rankings.

In a nutshell: do your job well → become a top performer in the team.

CR (Contact Rate) = how effective you are in talking to customers

CR stands for Contact Rate and measure how many customers you actually managed to contact out of all calls or interactions.
Don't just call or text, talk to people and have a real conversation.

In a nutshell: more successful contacts → more chances of success in the results.

Ticket = your daily mission

A ticket is a request from the customer. Basically, a small 'mission' to solve. With each successfully closed ticket, you gain experience and grow as a professional.

In a nutshell: each completed ticket = a step to the next level.

Customer Experience = the vibe you leave

Customer Experience means how customers feel after interacting with you. You don't have to work magic - just be kind, listen and offer quick solutions.

In a nutshell: a friendly chat = satisfied and grateful customers.

Feedback = the key to your professional upgrade

Feedback received from colleagues or managers is not free criticism, but an upgrade source. It shows you what you do well and what you can improve. Accept it, apply it and see how you grow.

In a nutshell: Feedback = cheat code for your career.