Call Center Performance Management: Metrics that are Underestimated


In the ever-evolving landscape of call center operations, the pursuit of excellence hinges on the precise measurement and management of performance metrics. While some metrics take the limelight, others remain underestimated, holding significant potential for optimizing efficiency and customer satisfaction. This comprehensive article explores the nuances of call center performance management, focusing on metrics often overlooked but crucial for success.

Resolution rate of a customer’s issue on the first call 

First Call Resolution, a cornerstone of call center efficiency, refers to the ability to address and resolve customer issues in a single interaction. As a crucial metric, FCR serves as a barometer of a call center’s ability to provide timely and comprehensive solutions during the initial customer contact.

The goal of FCR is to address and resolve the customer’s problem or question on the first interaction without the need for additional follow-up or escalations.

FCR is a key metric used to evaluate the performance of a call center. The percentage of issues resolved on the first call is a direct indicator of how well the call center is meeting customer needs. They contribute to customer satisfaction, as customers prefer to have their issues resolved promptly without the need for multiple interactions. This metric is crucial in assessing the overall quality of customer service and can be an important factor in customer loyalty and retention.

Achieving a high FCR involves various factors, including well-trained and knowledgeable customer support representatives, effective communication, access to relevant information and resources, and streamlined processes. Continuous monitoring of FCR rates and identifying areas for improvement can help organizations enhance their customer service capabilities and provide a better overall experience for their customers.

Forecast of Average Service Time Compared to the Current One

Forecasting Average Service Time (AST) is a crucial element in evaluating a call center’s performance. AST, representing the average duration of customer interactions, is a key metric used to measure operational efficiency. By forecasting AST, call centers can optimize resource allocation and workforce planning. This projection is pivotal in aligning individual call center agent evaluations with efficiency targets, ensuring agents effectively manage service times while maintaining quality customer interactions. Quality evaluations in call centers also consider forecasted AST to strike a balance between efficiency gains and maintaining high standards of service quality. This holistic approach promotes a customer-centric environment where quick issue resolution aligns with a commitment to service excellence.

In the context of call center evaluations, the forecasted AST provides insights into the efficiency and effectiveness of customer service operations. Incorporating AST forecasts into agent evaluations and quality assessments is fundamental for achieving a seamless balance between operational efficiency and high-quality customer service.

Cost of Processing a Single Order 

The cost of processing a single order is a critical metric in call center evaluation, reflecting the financial efficiency of order fulfillment operations. In call center agent evaluations, the efficiency of handling customer orders is assessed in conjunction with minimizing the overall cost of order processing. Aligning agent evaluations with the cost of processing a single order enables call centers to pinpoint areas for improvement and enhance operational efficiency.

In call center performance evaluation samples, the cost of processing a single order is a central component in assessing the financial effectiveness of operations. These evaluations analyze historical data and project future costs, offering a comprehensive view of financial resource management. Integrating cost-related metrics into performance samples ensures that financial considerations are a fundamental aspect of evaluating overall call center performance, facilitating informed decision-making to optimize cost structures.

Customer Satisfaction 

Customer Satisfaction is a fundamental metric in call center evaluation, reflecting the success of customer interactions and the overall service provided. This metric is often measured through post-interaction surveys, feedback mechanisms, and Net Promoter Scores, allowing call centers to gauge and improve customer experiences.

Call center agent evaluation plays a crucial role in influencing customer satisfaction. Agents are evaluated based on their communication skills, problem-solving abilities, and adherence to service standards. By aligning agent evaluations with customer satisfaction metrics, call centers can identify areas for improvement, tailor training programs, and ensure that agents contribute positively to the overall customer experience.

Within call center performance evaluation samples, customer satisfaction serves as a key indicator of the call center’s effectiveness. Sample evaluations often include the analysis of customer satisfaction trends over time, allowing call centers to track improvements and make data-driven decisions. Integrating customer satisfaction metrics into performance samples ensures that the call center’s overarching goals align with delivering high-quality service and meeting or exceeding customer expectations. This holistic approach, incorporating customer satisfaction into various evaluation aspects, facilitates a continuous improvement cycle for call center operations.

Service Level

Service Level is a crucial metric in call center evaluation, assessing how efficiently a call center manages customer inquiries. It is often expressed as a percentage, indicating the proportion of calls answered within a specific timeframe. This metric provides valuable insights into the call center’s responsiveness and its ability to handle varying call volumes effectively.

In call center agent evaluation, individual performance is closely tied to achieving and sustaining service level targets. Agents are assessed based on their prompt call handling, minimizing wait times, and contributing to overall service level objectives. 

Within call center performance evaluation samples, service level serves as a key indicator of overall effectiveness. The analysis of historical service level data in these evaluations helps identify trends, set benchmarks, and make informed decisions for operational optimization. Integrating service level metrics into performance samples ensures that call centers align their goals with efficient customer service, fostering a customer-centric environment and supporting continuous improvement.

Outsourcing Call Center in Cooperation with an Online Store: What to Consider 

Outsourcing a call center in cooperation with an online store can bring numerous benefits, but careful consideration is essential for a successful partnership. You should consider:

  • Cultural Alignment:

Ensure the outsourcing partner shares cultural values and communication styles with your online store. Cultural alignment promotes effective collaboration and enhances the representation of your brand.

  • Technology Compatibility:

Assess the technological capabilities of the outsourcing company. Confirm compatibility with your online store’s systems, ensuring a seamless integration for efficient operations and data security.

  • Agent Training and Expertise:

Prioritize outsourcing partners with agents who are well-versed in e-commerce and possess product knowledge. Properly trained agents contribute to a positive customer experience and efficient issue resolution.

  • Transparent Cost Structure:

Clearly understand the cost structure of the outsourcing arrangement. Seek transparency to avoid hidden fees and ensure the financial terms align with your budgetary expectations.

  • Flexibility and Scalability:

Choose an outsourcing partner with the ability to scale operations based on your online store’s fluctuating needs. Flexibility ensures adaptability during peak seasons or changes in call volume, supporting your business growth.


In conclusion, a holistic call center evaluation demands a nuanced understanding of metrics often underestimated. From assessing first-call resolution rates to evaluating outsourcing partnerships, each metric plays a pivotal role in shaping a high-performing call center. This comprehensive understanding and application of call center metrics serve as a roadmap to sustained success in the dynamic field of customer service.