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7 Reasons Call Center Agents Should Care About Performance Metrics

CX Culture

Working as an agent in a call center or customer service department carries more responsibility than you may realize. Your employers depend on you to deliver a quality consumer experience with each interaction, resolving problems, offering advice and answering questions to the high standard buyers expect.


68 percent of customers questioned for a survey admitted they were likely to spend more with businesses providing a great service, with 27 percent willing to even pay 10 - 20 percent extra.

And, to bombard you with more stats, a staggering 80 percent of consumers will recommend companies to others after enjoying a good experience.

All this just goes to show how important your role in a call center or customer service department is. But if your employers launch a quality assurance program to evaluate your work, you may feel a little concerned about being criticised or given objectives with no real understanding of why it matters.

Don’t worry, though — here are 7 reasons you should care about performance metrics.


#1. Prove Your Value to Employers


As we discussed in our introduction, businesses delivering a quality service to customers can expect more loyalty. They may even encourage buyers to spend more on their products and services, increasing ROI.

Scoring well on performance metrics show employers how valuable you are to their company. If your interactions attract high Customer Satisfaction Scores and Net Promoter Scores, the resulting performance data will demonstrate you’re leaving customers not just happy with their experience but likely to recommend the business to others.

And that’ll make your team leaders and managers happy too.


#2. Build Your Personal Skill Set for Future Employment


Maybe you love working in customer service. Maybe you don’t. Whatever your personal career goals for the future, having more awareness of performance metrics and throwing yourself into coaching or self-improvement training offered by employers will make you a better candidate for other roles.

This might mean finding work in other call centers or an entirely different industry. But aiming to achieve better scores in, say, Average Handling Time and First-call Resolution will boost your capabilities in multiple ways.

You’ll empower yourself with transferable skills in dealing with the public, staying organized, achieving goals and more


#3. Overcome Individual Obstacles


An effective quality assurance program helps agents and teams unlock their full potential. QA analysts evaluate interactions to identify flaws in performance, providing team leaders and managers with the data they need to develop improvement strategies.

Some problems in agents’ performance could be down to personal issues such as shyness, poor organizational skills or difficulties following directions. Performance metrics may help to increase your own awareness of these and lead you to to overcome them..


#4. Build Stronger Bonds with Colleagues


Call centers and customer service departments using Playvox can help to cultivate a more quality-focused company culture. How?

By creating a sense of healthy competition among agents, increasing awareness of shared goals and encouraging you all to communicate about self-improvement more openly.

Our QA software features a community wall upon which users at all levels can share self-improvement advice, discuss which metrics you find daunting and more. Over time, you will come to know and trust your colleagues more, making working alongside them every day far easier (and, hopefully, more enjoyable).


#5. Increase Your Chances of Progressing


We’ve discussed how paying attention to performance metrics can help you build a stronger personal skill set.

This is an ideal starting point if you plan on progressing through the ranks of your call center or customer service department. You may hope to become a team leader or manager in the future, opening doors to more money and responsibility.

In either of those roles, you’d be tasked with reinforcing the value of quality in workers’ consciousness, helping others hit targets and perform to a higher standard. Working on self-improvement as an agent makes you a stronger candidate for promotion, and equips you with more awareness to help others do the same.


#6. Gain More Recognition and Appreciation


88 percent of employees questioned for a survey described praise from management as “very or extremely motivating”.

There’s no denying that being complimented on your hard work feels good. Sitting at your workstation for hours each day, handling calls, live chats or emails from one stranger after the next can be exhausting. And feeling as if your managers don’t recognize that can be extremely demoralizing too.

7-Reasons-Call-Center-Agents-Should-Care-About-Performance-Metrics_2But the implementation of performance metrics, feedback, coaching and training invites more recognition from employers. Our QA software allows managers and team leaders to award Recognition Badges as a visual display of appreciation, so yourself and colleagues know when you’ve made an achievement.

This should motivate you to keep working at your best and focus on scoring well on performance metrics to receive other badges in the future. A stronger worth ethic will settle in the consciousness of the entire workforce over time, boosting overall engagement.


#7. Enjoy a Rewarding Work Experience


Following on from #6, Recognition Badges tie into our motivational Karma system.

Each badge can be assigned its own Karma points value, meaning it contributes to your overall Karma score. You’ll receive Karma points whenever you meet certain criteria or whenever a team leader or manager wants to reward you for a job well done.

Earning Karma points brings you closer to redeeming them for a reward of your employers’ choosing. How does this work? Simply browse the Karma Store to find any reward you can afford with your score and choose whichever catches your eye. This may be gift cards, concert tickets, gadgets or anything else management decides to offer.

The potential to earn tangible rewards is another fantastic reason to care about performance metrics. Work with your team leader and colleagues to determine how you can improve your evaluation scores, provide better service and earn bigger rewards.



Performance metrics tend to differ from one call center or customer service department to another. Companies have their own goals and values, which dictate the metrics by which they measure employee performance.New call-to-actionBut this isn’t about controlling you and your colleagues or identifying which are worst at their job — it’s about helping you grow and deliver a better customer experience. Keep this in mind: if consumers receive poor service, they’ll take their money elsewhere and, possibly, leave you without a job.

Embrace the pressure to succeed that metrics bring and show how important you are to the business. It all helps make you a more valuable employee and a stronger candidate for future roles.

Which performance metrics do you find most challenging? Let us know!

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