Measuring Success: Understanding the Different Types of Call Center Metrics and How to Choose the Right Ones


A call center is a type of customer service that provides support to customers through telephone calls. Call center metrics are the tools used to measure the performance of a call center. They help call center managers to identify areas that need improvement and track progress over time.

There are many different types of call center metrics, but some of the most important ones include average handle time, first call resolution rate, and abandoned call rate. Choosing the right metrics for your call center will depend on your specific goals and objectives.

Implementing effective call center metrics can be a challenge, but it is essential for ensuring that your call center is providing quality service to your customers. By taking the time to choose the right metrics and implement them effectively, you can ensure that your call center is running smoothly and efficiently.

The Different Types of Call Center Metrics

There are four main types of call center metrics:

1. Productivity Metrics

2. Quality Metrics

3. Customer Satisfaction Metrics

4. Financial Metrics

Productivity metrics measure how efficiently agents are working and how many calls they are handling. Quality metrics measure the quality of the calls, including the length of the calls and the number of errors made. Customer satisfaction metrics measure how satisfied customers are with the service they receive. Financial metrics measure the cost of running the call center and the revenue generated by it.

How to Choose the Right Call Center Metrics

When it comes to choosing the right call center metrics, there are a few things you need to keep in mind. First, you need to identify what your goals are for your call center. What are you trying to achieve? Once you know this, you can begin to narrow down the metrics that will be most useful in helping you reach your goals.

There are four main types of call center metrics:

-Productivity measures how well agents are handling calls and completing tasks.

-Quality measures assess the quality of customer service interactions.

-Efficiency measures track how quickly and effectively agents are able to handle calls.

-Effectiveness measures track whether or not agents are able to resolve customer issues.

You also need to decide how you want to measure call center performance. There are two main ways to do this:

-Through surveys that customers complete after their call is finished

-By monitoring calls using recording and quality assurance software

Once you know what your goals are and what types of metrics will be most helpful in reaching those goals, you can begin to implement them in your call center.

Implementing Call Center Metrics

Implementing call center metrics can be a daunting task, but it is essential to the success of any call center. There are a few things to keep in mind when implementing call center metrics. First, you need to identify which metrics are most important to your call center. Second, you need to ensure that your metric system is compatible with your call center software. Finally, you need to train your staff on how to use the metric system.


The bottom line is that call center metrics are important. They help you understand what’s working and what’s not, so you can make necessary changes. When choosing metrics, make sure they align with your goals. And finally, don’t forget to implement them!