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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 is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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