Measuring and analyzing key call center performance metrics (KPIs) is absolutely essential when evaluating the performance of your call center in the short and long term. At the same time, most call center managers are aware of the need to continuously monitor the KPIs of their department as an indication of customer satisfaction.
However, not everyone knows what are the major metrics you need to monitor and what are the industry standards for these metrics. To put it differently, This article contains a list of Top 15 Call Center KPIs & Metrics to Track In 2022, Including a list of KPIs that we believe that every call center manager needs to monitor these 15 KPIs, and that’s in order to improve the performance of his department and increase customer loyalty.