Abandon rate Agent burnout First call resolution Morale 
JustCall
MARCH 6, 2023
Some Common Call Center Metrics Having said that, there are some metrics that are common across call centers. Some of them are: Call arrival rate, for frequency of inbound calls. Call abandonment rate, which shows how many customers hang up before speaking with an agent.
Fonolo
SEPTEMBER 28, 2021
They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Service level – the percentage of calls answered within a specified time frame. Average abandonment rate – the percentage of customers who hang up before interacting with an agent.
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