Inbound Call Center Metrics You Should Track (and Why They Matter)
TeleDirect
JUNE 6, 2025
Why it matters: Indicates efficiency and customer satisfaction Reduces repeat contacts and operational cost Directly impacts loyalty and trust Target benchmark: 70–75% or higher for most industries 2. Average Handle Time (AHT) What it measures: The average duration of a call, including talk time and after-call work.
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