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Metrics are a set of procedures to measure overall customer services through various factors. The call center industry relies on CX and services excellence.

Contact centers are the most crucial part of any business. Handling thousands of calls each day is not an easy task. There are frustrated customers, and plenty of product recalls that put a lot of pressure. In such a situation, it is hard to meet services excellence standards. Metrics help to balance CX and call center service quality standards. Strategic call center management always implements KPIs and Metrics to achieve high results.


Metrics measure the performance of call center agents. Call centers can set their own KPI and Metrics as per their specific requirements. The are auto dialer softwares that can be a good source for overall work efficiency.According to a recent study, Americans spend 900 million hours on hold in a single year. It means around 40 days a man spends on hold in his entire life. Similarly, there are other parameters that are critical to customer service. Below are the Metrics commonly used in the call center industry?

  • First Contact Resolution (FCR)
  • Net Promoter Score (NPS)
  • Customer Efforts Score (CES)
  • Customer Satisfaction (CSAT)
  • Call Initiation Metrics (CIN)
  • First Response Time (FRT)
  • Percentage of Call Blocked (PCB)
  • Average Call Abandonment Rate (CAAR)
  • Active Waiting Calls (AWC)
  • Calls Handled (CH)
  • Cost Per Call (CPC)
  • Call Arrival Rate (CAR)
  • Peak Hour Traffic (PHT)
  • Longest Hold Time Rate (LHTR)
  • Average Call Length (ACL)
  • Average Age of Query (AAQ)
  • Callback Messaging (CM)
  • Repeat Calls (RC)
  • Agent Utilization Rate (AUR)
  • Calls Answered Per Hour (CAPH)
  • Commitment Adherence (CA)
  • Average Handle Time (AHT)
  • Average Speed of Answer (ASA)


Cybells Tips: Cybells recommend call centers automation and artificial intelligence to grow at a fast pace. Cybells auto dialer software is the best call center software to automate all operations and resource efficiency


Key Words: Call Center Metrics,KPIs, Call Center Performance


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  • Windy Klafehn Reply

    I love how you infuse your individuality into your writing. It feels like we’re having an enjoyable conversation over a cup of tea.

    July 1, 2023 at 9:41 pm

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