Call centers are at the heart of customer service, but without the right call center metrics, managing its performance can feel like flying blind. In 2025, with increasing customer expectations and technological advancements, tracking the right contact center metrics and key performance indicators (KPIs) is important for efficiency, profitability, customer satisfaction and ROI.
At AM2PM Support, one of India’s leading call center solutions providers, we live by our numbers. Tracking key metrics helps us streamline operations, boost agent performance, and, most importantly, keep our client’s customers happy. And trust me, if you’re not monitoring these, you’re making it way too easy for your competitors to swoop in and steal your customers.
That’s why in this guide, I’m sharing 13 essential call center metrics that we actively monitor at AM2PM Support. These aren’t just fancy numbers—they’re the secret sauce behind a smooth, efficient, and customer-friendly call center.
What are call center metrics?
Call center metrics are the numbers and data points used to measure how well a call center is performing. Think of them like a school report card—just like students are graded on tests, attendance, and participation, a call center is evaluated on things like how quickly they answer calls, how long customers have to wait, and how satisfied people are after talking to an agent.
For example, if a teacher wants to measure how well students understand a subject, they check test scores. Similarly, in a call center, we track Average Handling Time (AHT) to assess how efficiently agents resolve customer issues.
By monitoring the right metrics, we not only cut call center costs but also improve service—just like teachers use test results to help students perform better in class!
Why should you track call center metrics?
Tracking call center metrics is like keeping score in a game—it helps you see what’s working and what needs improvement. Imagine a school tracking student grades; if a subject is tough for many students, teachers can adjust their lessons. Similarly, we use metrics to improve customer service, help agents perform better, and keep things running smoothly.
Quick reasons to track call center metrics
👉 Make customers happy – Nobody likes waiting forever! Faster responses = happier customers.
👉 Help your team improve – Spot areas where agents need support and training.
👉 Work smarter, not harder – Find and fix bottlenecks to reduce unnecessary delays.
👉 Track progress over time – Set goals and see how things improve month after month.
👉 Make better decisions – Use real data instead of guesswork to improve operations.
13 essential call center metrics we track at AM2PM Support
Keeping an eye on the right numbers is the difference between a call center that runs like a well-oiled machine and one that frustrates customers. At AM2PM Support, we rely on these KPIs to measure success and constantly improve performance.
First call resolution (FCR)
FCR measures how many customer issues get solved in the very first call—without needing follow-ups. You can understand this with an example of a teacher explaining a tough math problem so well that students don’t need to ask again!
A great real example of FCR is Amazon. How?
Amazon excels at FCR by using AI-powered support to resolve customer queries instantly through self-service options and efficient agents.

Formula to calculate FCR
📌 (Total resolved cases on the first call ÷ Total cases handled) × 100
Average handling time (AHT)
AHT tracks how long an agent takes to handle a call, including talk time and any post-call work. The goal is to keep it low without rushing customers. A lower AHT often means agents are working efficiently, but if it’s too low, it could indicate rushed service.
Zappos, a shoe, sneaker, and clothing brand is known for personalized customer service and doesn’t push agents to keep AHT low—they prioritize quality conversations instead!

Formula to calculate AHT
📌 (Total talk time + Total hold time + After-call work) ÷ Total number of calls
Net promoter score (NPS)
NPS measures customer loyalty by asking, “How likely are you to recommend us?” Customers rate on a scale of 0-10, and scores are categorized into promoters, passives, and detractors. A high NPS means customers love your service and are likely to spread the word.
Formula to calculate NPS
📌 % Promoters (9-10 ratings) – % Detractors (0-6 ratings)
Customer satisfaction score (CSAT)
CSAT tells you how happy customers are after interacting with your inbound call center. It’s usually measured through a quick survey asking, “How satisfied are you with our service?” A high CSAT means customers had a positive experience, while a low score signals room for improvement.
Apple is a great example when it comes to measuring customer satisfaction score. It collects CSAT feedback after support calls to ensure customers are happy with their experience.

Formula to calculate CSAT
📌 (Total positive responses ÷ Total responses) × 100
Service level and response time
Service level shows the percentage of calls answered within a set time, while response time tracks how fast agents pick up. These metrics help ensure customers aren’t left waiting too long and improve overall satisfaction.
Formula to calculate
📌 (Calls answered within threshold ÷ Total calls received) × 100
Call abandonment rate
This tells you how many callers hang up before speaking to an agent—often due to long wait times. High abandonment rates signal that customers are frustrated, which can lead to lost business and negative reviews.
Example: Uber reduced call abandonment by improving self-service options in its app, so fewer people need to call support.

Formula to calculate abandonment rate
📌 (Total abandoned calls ÷ Total inbound calls) × 100
Call transfer rate
Measures how often calls are transferred to another agent or department, which can frustrate customers if too high. The goal is to keep it low by ensuring calls are routed to the right department the first time.
Today, most companies use an IVR system to route customers to the right agent which reduces unnecessary transfers.
Formula to calculate call transfer rate
📌 (Total transferred calls ÷ Total handled calls) × 100
Agent utilization rate
Agent utilization rate shows how much time agents spend actively handling calls versus waiting. A high utilization rate means agents are productive, but if it’s too high, it can lead to burnout.
For example: Salesforce’s call centers use AI to distribute workload evenly and maintain high utilization rates.

Formula to calculate agent utilization rate
📌 (Total talk time + After-call work time) ÷ Total available time × 100
Average speed of answer (ASA)
ASA measures how quickly agents pick up calls after they start ringing. A low ASA ensures customers aren’t kept waiting, reducing frustration and improving overall service quality.
Formula to calculate ASA
📌 Total wait time for answered calls ÷ Total number of answered calls
Call quality score (CQS)
Evaluates the effectiveness of a call based on factors like clarity, resolution, and professionalism. A high call quality score ensures agents are providing helpful, accurate, and friendly support.
Formula to calculate CQS
📌 (Sum of all quality score ratings ÷ Number of rated calls)
Customer effort score (CES)
CES measures how easy or difficult it was for a customer to resolve their issue. A lower CES means customers can get help quickly without jumping through too many hoops.
Example: Netflix focuses on reducing effort by offering seamless self-service options and chatbot assistance.

Formula to calculate CES
📌 (Total sum of CES ratings ÷ Total responses)
Agent attrition rate
Tracks how many agents leave the company within a specific period, helping assess employee satisfaction. High attrition rates can lead to increased hiring costs and lower service quality.
Formula of agent attrition
📌 (Number of agents who left ÷ Average number of agents) × 100
Cost per call (CPC)
This metric calculates how much each call costs the company, including agent salaries, tech costs, and overhead. Lowering CPC without sacrificing quality helps keep operations efficient and cost-effective.
Formula of CPC
📌 (Total operating costs ÷ Total number of calls handled)
Here’s the bottom line on call center metrics performance
Tracking the right call center metrics isn’t just about numbers—it’s about delivering top-notch customer service, improving efficiency, and boosting customer satisfaction. Just like a well-managed school ensures students succeed, a data-driven call center ensures every customer interaction is smooth and impactful.
At AM2PM Support, we know that managing a high-performing call center takes time, effort, and expertise. That’s why we’re here to help! As a trusted call center outsourcing partner, we provide top-quality customer support, skilled agents, and cost-effective solutions that help businesses scale effortlessly. Whether you need 24/7 support, multilingual agents, or a seamless customer service experience, we’ve got you covered.

📞 Ready to take your business to the next level? Let AM2PM Support handle the heavy lifting while you focus on growing your business! 🚀 Get your free callback today!