Tracking the right call metrics in Aircall gives sales leaders a clear window into their team’s productivity, engagement quality, and pipeline momentum. These KPIs are not just numbers on a dashboard. They are predictive tools that indicate whether you are on track to hit your revenue goals or need to shift strategies fast.
Below are the ten most important key performance indicators every sales organization should actively monitor using Aircall. These insights will help you unlock sales efficiency, reduce customer churn, and enhance overall pipeline health.
1. Total Calls Per Rep Per Day
This metric helps measure how active and productive each sales rep is throughout the workday. High call volume generally indicates effort and engagement, especially during outbound sales campaigns. However, consistency across the team is equally important. A rep making significantly fewer calls might deal with inefficiencies, distractions, or a lack of clear direction. Monitoring this KPI helps managers recognize underperformance early and create a culture of accountability and consistency in sales activities.
2. Talk Time Compared to Call Count
Not all calls are created equal. It is important to evaluate how much time reps are spending on each call in relation to the number of calls they make. A high call count with minimal talk time could point to surface-level outreach or voicemail-heavy sessions. Conversely, longer talk times with fewer calls suggest more meaningful conversations and deeper engagement. Striking the right balance between quantity and quality helps ensure reps are maximizing each customer interaction while still covering enough ground daily.
3. Missed Call Rate
Missed calls can mean missed opportunities, especially when a hot lead or key account goes unanswered. Tracking this KPI helps identify coverage gaps, whether they stem from team availability, time zone mismatches, or ineffective scheduling. If your missed call rate is creeping up, it is time to adjust workflows, distribute calls more evenly, or explore after-hours call handling solutions. Ensuring every inbound lead gets a timely response is critical to maintaining a positive brand experience and keeping sales conversations alive.
4. Voicemail Rate
When a large percentage of outbound calls go to voicemail, it signals that your team might call at suboptimal times or reach contacts who are not ready to engage. This metric is particularly valuable when analyzing campaign effectiveness. High voicemail rates could also suggest testing new call scripts, targeting different industries, or shifting outreach hours to match decision-makers’ availability. Combining this KPI with disposition and call outcome data will give you a clearer picture of the effectiveness of the contact strategy.
5. First Call Resolution Rate
In a sales or support context, resolving a customer’s concern or answering all their questions during the first call builds trust and speeds up the sales process. This metric shows how effective reps are at addressing customer needs without the need for excessive follow-up or escalations. A strong first call resolution rate contributes to better customer satisfaction, lower cycle times, and fewer bottlenecks in the funnel. If this rate is low, it might signal a need for better training, clearer product knowledge, or more refined qualification processes.
6. Call-to-Opportunity Conversion Rate
This is one of the most telling indicators of actual sales performance. It reflects how well reps convert conversations into sales opportunities in your CRM system. If the call volume is high but opportunity creation is low, reps are either talking to unqualified leads or not capitalizing on potential interest. This KPI helps you assess lead quality, rep efficiency, and even messaging effectiveness. Over time, it becomes a critical predictor of revenue outcomes.
7. Average Call Duration by Sales Stage
The length of sales calls can vary depending on where a lead is in your pipeline. Early-stage calls may be shorter and more about discovery, while later-stage calls might require longer, more consultative conversations. Tracking average call duration across each pipeline stage helps pinpoint where reps are spending time and whether that time is being used effectively. For example, short closing calls may suggest reps are rushing, while overly long discovery calls might indicate unclear qualification processes. Optimizing time spent per stage leads to smoother deal progression and better close rates.
8. Follow-Up Compliance Rate
Sales is not just about the initial call. It is about what happens after. This KPI tracks whether reps consistently complete essential follow-up activities, such as sending recap emails, updating CRM records, or scheduling next steps. Without proper follow-up, even the best conversations can fall flat. Poor compliance here can erode pipeline accuracy and cause opportunities to stall. By monitoring follow-up behavior, sales leaders can ensure processes are followed, prospects stay engaged, and deals keep moving forward.
9. Call Disposition Breakdown
Dispositions, or call outcomes, help categorize the nature of each conversation. Whether it was a no answer, not interested, follow-up scheduled, or qualified lead, tracking this breakdown reveals patterns in your outreach results. A high percentage of no answers might indicate a need for better lead data or different outreach times, while many uninterested tags could mean the pitch needs tweaking. Analyzing these outcomes over time allows teams to fine-tune strategy and focus efforts on what works.
10. Call Outcome by Campaign
Every sales call has a source, whether it originated from an email campaign, a webinar, or a lead magnet. Linking call outcomes back to the originating campaign gives visibility into what marketing channels and sales campaigns generate real pipeline momentum. This KPI helps align sales and marketing teams by clearly showing which campaigns lead to conversations, qualified leads, and closed deals. With this insight, you can double down on high-performing campaigns and cut wasted efforts.
Pro Tip:
For best results, sync these KPIs directly into live dashboards using Salesforce, HubSpot, or any CRM that integrates with Aircall. Platforms like Zapier and Make make it easy to pull real-time call data into your analytics stack, ensuring you are always working with the latest insights.
Start tracking these Aircall KPIs today and transform call data into real revenue-driving insights.
FAQs
What is the most important Aircall KPI for tracking sales performance?
The call-to-opportunity conversion rate is often considered the most valuable KPI. It directly measures how effectively your reps turn conversations into qualified opportunities in the pipeline, making it a key predictor of revenue success.
How often should I review Aircall KPIs with my sales team?
Reviewing key metrics weekly allows you to spot trends early and quickly adjust. For more strategic planning, a monthly or quarterly review provides broader insights into performance and growth areas.
Can these KPIs be tracked in real time within Aircall?
While Aircall provides call data, real-time KPI tracking typically requires integration with tools like Salesforce, HubSpot, Zapier, or Make. These platforms help create custom dashboards that reflect live metrics and performance trends.
What’s a good benchmark for talk time versus call count?
There’s no universal benchmark, but a healthy balance involves enough calls to drive volume while maintaining sufficient talk time to engage meaningfully. Analyze your top performers to establish realistic internal standards.
How do I improve a high voicemail or missed call rate?
To reduce voicemail rates, optimize call timing based on past engagement patterns. For missed calls, consider expanding coverage hours, enabling callback automation, or using call routing features to ensure someone is always available to respond.
