One important call center metric is that you should pay attention to abandon rates. An abandon rate is the percentage of calls that people disconnects before an agent can take a call. To keep your customers satisfied with your service, it is important that you should keep your abandon rate to as low as possible because, if a customer hangs up a lot, they may not like the speed of your service. The longer it takes to answer a call, the higher is the abandon rate. High abandon rate can cause a much bigger problem - they can inflate future call volumes which resonates to even higher call abandon rates. Inflating call volume means that the same caller tries to call your call center agent for second or third time.
So, how will you progress to reduce your call abandon rates? Read at http://www.callcentrehelper.com/how-to-bring-down-your-call-abandon-rates-50805.htm to get some guidelines.