Essential KPIs for Insurance Contact Centers

In the insurance industry, customer interactions often happen at high-stakes moments — filing a claim, reporting an issue, updating a policy. That means your contact center isn't just a support function — it's a core part of your customer experience.

Here are five critical KPIs insurance contact centers should be tracking in Brightmetrics to ensure quality service, efficiency, and compliance.

1. Average Speed of Answer (ASA)

What it shows: The average time callers wait in queue before being connected to an agent.

Why it matters: In insurance, long wait times — especially during claim reporting — can elevate stress and reduce confidence in service. ASA helps ensure you're meeting policyholder expectations with timely support.

1. 1

   Choose Add Chart, then select the group or queue data set.

2. 2

   Set your date range to the last 30 days or a timeframe that fits your reporting cycle.

3. 3

   For chart value, select Time - Avg Wait to Answer.

4. 4

   Choose Time Series as your chart type to view performance trends over time.

5. 5

   Under Filters, apply a filter for the group or queue you want to monitor.

   Note

   Click Advanced to set a Target Value (orange line) or Target Range (green band).

   

2. Call Abandonment Rate

What it shows: The percentage of callers who disconnect before reaching an agent.

Why it matters: Policyholders are often calling about urgent claims or coverage issues. High abandonment signals frustration and potential churn, especially during catastrophic events.

1. 1

   Choose Add Chart, then select the group or queue data set.

2. 2

   Set your date range to the last 30 days or your preferred reporting period.

3. 3

   For chart value, select %Pct - Abandoned.

4. 4

   Set your chart type to Time Series (or Bar if you prefer a static view).

5. 5

   Under Filters, apply a filter for the group or queue you want to analyze.

   Note

   Click Advanced to set a Target Value (orange line) or Target Range (green band).

   

3. Agent Availability

What it shows: How closely agents are sticking to their scheduled shifts and activities.

Why it matters: Insurance contact centers are often tightly staffed, especially during peak demand like storms, policy renewals, or open enrollment. Every missed minute of scheduled time reduces capacity and puts pressure on the rest of the team.

1. 1

   Choose Add Chart, then select the Adherence data set.

2. 2

   Set your date range to Last Week or another period relevant to your operations.

3. 3

   For chart value, choose %PCT - Conformance.

4. 4

   Select your chart type, detail, and layout.

5. 5

   Under Filters, click on Agent Name and select which agent grouping you'd like to see.

6. 6

   Set your Category to break out the data by Hour, Week, Month, etc.

   Note

   When building a bar chart, add Date Group - Weekday as your Category to see data broken out by day of the week.

   

4. Queue Time by Call Type

What it shows: How long callers are waiting before an agent answers, segmented by call type.

Why it matters: Helps isolate pain points across claims, policy questions, and billing. Prioritizing queues that touch high-value or at-risk customers improves operational focus.

1. 1

   Choose Add Chart, then select the group or queue data set.

2. 2

   Select the Bar chart type.

3. 3

   Set your date range to the last 30 days or any period that reflects your SLA cycle.

4. 4

   For chart value, select Time - Queue Avg.

5. 5

   Set your Category to break down the data by Wrap Up Code.

6. 6

   Under Filters, apply a filter for the group or queue you want to report on.

   Note

   Apply a filter to the Wrap Up Code to filter out entries that are N/A or not showing relevant data.

   

5. Calls Handled by Hour

What it shows: A direct measure of throughput, reflecting how busy agents are and how efficiently they're working during active shifts. It surfaces workflow bottlenecks and supports staffing decisions.

Why it matters: In an insurance environment, efficiency doesn't just protect your bottom line — it directly impacts policyholder trust. This highlights training needs and protects customer experience.

1. 1

   Choose Add Chart, then select the group or queue data set.

2. 2

   Select the Bar chart type.

3. 3

   Set your date range to the last 30 days or any period that reflects your SLA cycle.

4. 4

   For chart value, select Count - Offered.

5. 5

   Set your Category to break down the data by Date Group - Weekday.

6. 6

   Under Filters, apply a filter for the group or queue.

   Note

   Layer your data by clicking the green + next to Count - Offered, then add Count - Answered and Count - Abandoned for a stacked, interactive, holistic view.

   

Wrapping up

Insurance contact centers play a critical role in building policyholder trust and ensuring operational efficiency. With Brightmetrics, you can build dashboards that keep your team aligned with KPIs and SLAs — while surfacing opportunities for training and staffing optimization.

Questions or feedback? Please email us at support@brightmetrics.com.