Measuring Success: Call Center Metrics

There are many things that can be measured to track the success of a call center, but some things are more valuable than others. Here is a list of important call center metrics that you should evaluate in your company to improve not only efficiency, but also quality and outcomes.

  • Quality Scores

    Measuring quality scores will allow you to be able to track your agents’ progress and sample their work. They provide a look at the overall satisfaction of the customer and monitor the conversations. Scores can be both for the individual agent as well as for the company at wide. Keeping track of these will directly improve company efficiency.
  • First Call Resolution

    FCR keeps track of how many calls it takes a customer to get a problem resolved. Each of us has been a customer at one time or another and when we have a problem with a product, we want to get it solved as fast as possible. IF a customer has to call over and over again and continue being transferred from one call to the next, satisfaction will go down and sales will be lost. A customer should be able to get a solution with one phone call.
  • Average Handling Time

    Closely paired with FCR, it’s the total time of a call handled, including talking time and being on hold. The shorter time it takes to handle a call, the more sales can be made. However, we must not get too preoccupied with time and let the problem go unsolved. Agents need to be simple and efficient, take less time but always get the job done.
  • Customer Satisfaction

    A common metric that almost every company uses and it’s obvious as to why. If customer satisfaction is high, everything else will increase. Along with that it’s fairly easy to track. Surveys are the most common way to measure customer satisfaction but it can also be measured through Net promoter, which is our last important metric.
  • Net Promoter

    refers to the popularity of a company through its customers. Things such as customer referrals, customer satisfaction and customer loyalty are all parts of this metric. As a company receives more referrals it’s easy to see the customer satisfaction rate as well as the loyalty of client.  Work to have higher referrals and your company will receive better, more loyal clients.

Call center metrics are important to a company looking to improve their efficiency. There are many different metrics that can be used but rest assured that by measuring at least these five, your company can improve in all ways immeasurably.

For more information on the most popular call center metrics, go to: