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Defining Call Center Metrics That Really Matter

CX Culture

Defining the metrics by which you will measure the performance of your customer service support staff can be exciting. These metrics and KPIs are essentially the guidelines to improving and growing your customer service and support team.

In this defining moment, it’s easy to get lost in the hype and want to control and measure every aspect of your customer service. After all, the more data the better, no? Think again. All the heaps of data you will collect will need to be analyzed and transformed into results. It’s no use collecting just for fun.
Gathering data can be a time-consuming chore, therefore it's wise to choose the metrics you will evaluate with care.

Below, we’ll review how to choose the right metrics for your customer service support to optimize both your time and your team’s performance.



Metrics that are in line with your SLA

Your customer service support center is working in line with an organization that has specific goals to be met. Perhaps they need to increase their sales, technical support, or even take bookings and appointments.

Depending on the organization’s need, select relevant KPIs that make sense. Assisting with tech support? First Call Resolution might be more important than Average Handling Time. Taking bookings for a popular chain of restaurants? Average Handling Time could be more appropriate.

To choose your metrics correctly, review the Service Level Agreement signed with the organization to align agent goals.

Metrics that can be taken action upon

Metrics ultimately serve the purpose of measuring to improve. If you can’t take action upon the results, then it becomes useless.

Let’s say you have a poor CRM and agents must do more manual research and don’t always have quick access the key information. As a result, agents take longer to complete their 'After Call Work’. Yet, for whatever reason, you know this aspect of the business will very unlikely change. The means might not be there, or there might be other priorities and pressing issues.

Focus on metrics that are in your power to improve and change. Although they are all useful, not all will be appropriate for your customer service support center.

Metrics that your customers care about

When a customer calls, they have certain expectations in regards to the service they receive. Generally speaking, they don’t like to wait long and expect a friendly and knowledgeable person to assist them. In this case, metrics such as Average Abandonment Rate and Average Time in Queue can help you figure out how much time a client is willing to wait and if you need to work on the staff's shifts to decrease customer waiting time.

Measuring such customer-centric metrics will cause a direct impact on the happiness of your customers and you’ll be able to see immediate results.

9 Contact Center Metrics Essential for Success

Metrics that do good

Just because it can be measured doesn’t mean it will be used. Perhaps you decided on measuring the Occupancy Rate of your agents to see their productivity. Although you think you’re measuring productivity, such a metric could potentially demotivate and/or stress your staff depending on the goals set around such metric. As a result, taking action upon such metric can be dangerous and potentially lower office morale, causing the opposite result of what it was meant to do.

Adopt metrics that will bring positive change and improvements.


Metrics seem harmless to measure, but avoid falling into, 'let’s measure it and see what happens’ mode. This causes unnecessary work for your QA team when they should instead focus on more productive tasks such as training and bringing results.

By cherry picking the necessary metrics, you can optimize your team’s time and shorten the amount of time it takes between measuring, analyzing and improving. You’ll be able to improve and see results faster.

So cut the fat and use metrics that are in line with your staff and organization. Everyone will appreciate actionable metrics that improve productivity and processes.

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