In the past few months, we have attended a lot of seminars and workshops and have conducted a few too. In these events, we tried to find out the most important metric that call centers all over the world find most important for doing their job efficiently. We got some really genuine responses from them which made one thing clear to us that quality scores and the outcome from the whole working process are the most important features for most of them. Here are some of the metrics that call centers feel are most important for their work. The Quality Scores: We found that quality scores were thought to be the most important metric by majority of the call center service providers. This is actually good news as it shows that call centers are more and more focused on the quality of the work that they are able to deliver. The Customer Satisfaction: Another favorite among call centers was customer satisfaction which actually makes a good business sense. After all it is the customers whom you are serving therefore the level of satisfaction that you are able to deliver them matters a lot. Measuring it is also very simple and easy and is usually done by post call IVR survey methods. FCR: FCR or First Call Resolution is also considered very important by many of the call centers. FCR actually shows how many times a customer had to call to get a particular problem solved. However, there could be some issues with accurately measuring it as the customers might call in with some other problem within the next few days. These were the three metrics which got the support of majority of call centers and were used by them for doing their job efficiently. However there were many more metrics which got discussed in these events. Some of these metrics that we all found important for delivering effective call center services are: • Average Handling time • RPC or Right Party Connects • Net Promoter • Forecast Accuracy • Revenue Per Call • Service Level