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How Does YOUR Call Center Stack Up?

Call Center KPIs

The Five Most Important Performance Indicators for Customer Service Call Centers


Today’s call center technologies and reporting packages make it easy to capture copious amounts of performance data.  Most call center managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time.  But what does it all mean?  If my abandonment rate goes up, but my cost per call goes down, is that good or bad?  Is my call center performing better this month than it was last month?

Despite all the data that call center managers have at their fingertips, most cannot answer a very basic question: How is my call center performing?  Perhaps worse, many call center managers are unaware of the critical role – beyond mere measurement – that Key Performance Indicators (KPIs) can and should play in the call center.  This includes the ability to track and trend performance, identify, diagnose, and correct performance problems, and to establish performance goals and assign accountability for achieving the goals.

An increasing number of progressive call centers recognize that when it comes to performance metrics, less really is more!  They have discovered the 80/20 rule as it applies to call center performance measurement.  These world-class call centers have learned that the effective application of just five KPIs is all that is required for measuring, managing, and continuously improving their call center performance.

In this article, MetricNet (, a leading source of online benchmarks and a pioneer in call center benchmarking, identifies and defines the five most important performance metrics for customer support call centers.  They provide benchmark ranges for these metrics, and offer a creative approach for combining these metrics into a single, all-inclusive measure of call center performance.

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Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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