4 Call Center Metrics Owners Should Track

As a business owner, you appreciate the importance of monitoring metrics to maintain the efficiency of your company. One aspect that is frequently neglected. Yet crucial for the triumph of your customer service team. It is the call center. Call centers play a vital role in the success of your business. As they are the first point of contact for customers.

Keeping a close eye on specific metrics can profoundly affect customer satisfaction levels and your financial performance in this article. We will discuss four key call center metrics that owners should prioritize to enhance service quality and achieve positive business outcomes.

1. Average After-Call Work (ACW)

ACW is when an agent completes tasks after a call, such as note-taking, sending emails, or updating customer records. This metric is essential because it impacts the number of calls an agent can handle daily.

Higher ACW means an agent can take fewer calls, reducing productivity. By tracking ACW, you can determine when additional training or process changes are necessary to concentrate agents’ time on non-call tasks.

2. Call Volume

Call volume reflects the call center’s number of calls over a period. This metric can reveal patterns and trends, such as peak call hours or days. Call volume can also help determine staffing levels, ensuring enough agents to handle incoming calls promptly.

By regularly monitoring call volume, you can adjust staff levels as needed to maintain the highest level of customer service.

See also  How To Set Up An Online Faxing System For Your Business

3. Average Call Abandonment Rate

The call abandonment rate is the percentage of callers who hang up before speaking to an agent. A high abandonment rate can indicate long wait times or other issues, such as inadequate staffing or insufficient routing.

By tracking this metric, you can identify areas where improvements can be made in your call center infrastructure, such as improving call routing or adjusting staffing levels during peak call volume hours.

4. Average Time in Queue

Safeguarding the amount of time individuals are kept on hold dramatically influences the overall satisfaction experienced by customers. Frustration may arise from excessively long wait periods leading to the potential erosion of their loyalty toward the brand or service provider.


By tracking this metric, you can gauge the effectiveness of your call center routing and staffing. It can also help you identify opportunities to improve service levels, such as utilizing a callback option for customers waiting in the queue.

4 Call Center Metrics Owners Should Track – In Summary

Your call center plays a vital role in your customer service team. Tracking metrics like ACW, call volume, call abandonment rate, and average time in the queue are crucial for identifying areas of improvement and optimizing service levels. Regularly monitoring these metrics enhances customer satisfaction and positively impacts your financial performance.

As a business owner, it is crucial to comprehensively understand your call center metrics and utilize them effectively to drive your call center strategy. This approach guarantees your customers unparalleled service, leading to heightened satisfaction and unwavering loyalty.

See also  Don't Outsource: Save Money by Keeping These Business Tasks In-House