Call center metrics

Call center metrics are key indicators used to evaluate the performance of a call center. They help organizations understand how well they are serving customers. Common metrics include Average Handle Time (AHT), which measures the time agents spend on calls; First Call Resolution (FCR), indicating whether customer issues are solved in the first interaction; and Customer Satisfaction Score (CSAT), which reflects customer feedback on their experience. Monitoring these metrics helps improve efficiency, identify training needs for agents, and enhance overall customer service quality.