Call Center Metrics

Track and improve call center metrics with better analytics

Enhance contact center performance with real-time conversation intelligence that delivers meaningful insight to improve efficiency, increase performance, and enhance the customer experience.

Use call center metrics to drive continuous improvement

Your contact center is the heart of your customer care efforts. From answering questions and solving problems to enhancing marketing efforts, successful interactions in your contact center can have an enormous impact on customer satisfaction and loyalty.

To drive continuous improvement in performance, managers must constantly measure and monitor a range of key call center metrics. The right metrics can provide invaluable insight into agent efficiency, call quality, customer experiences, and employee churn. However, the task of tracking, monitoring, and interpreting call center metrics for every agent and every call can be a daunting task without the right technology. That’s where conversation intelligence can provide enormous value.

The CallMiner Eureka platform is the industry’s most powerful conversation intelligence solution. Using artificial intelligence and machine learning, Eureka’s technology lets you automatically analyze conversations and track call center metrics to uncover insights that improve contact center performance and enhance customer satisfaction.

The Forrester Wave™: Conversation Intelligence for Customer Service, Q3, 2023

Tracking call center metrics with conversation intelligence

Conversation intelligence captures and analyzes every interaction with customers through phone calls, email, chat, surveys, social media, text, and web conversations. By categorizing and scoring 100% of interactions and determining the meaning behind each dialogue, conversation intelligence platforms can accurately reveal insight into customers’ needs, behaviors, and motivations. This information can then be converted into KPIs and call center metrics to deliver insight that can help to improve customer experiences, automate quality assurance, benchmark and improve performance, and reduce agent churn.

While conversation intelligence can provide detailed metrics after an interaction, it’s perhaps most valuable when used for in-call decision-support and next-best-action guidance. Using real-time intelligence, conversation intelligence can help to resolve calls more quickly and reduce Average Handle Time (AHT). Additionally, real-time alerts can support agents in the moment, automatically identifying opportunities for upselling or cross-selling and helping agents to manage difficult customer interactions more successfully, ensuring better outcomes.

The CallMiner Eureka conversation intelligence platform

Since 2002, CallMiner has been a leading innovator in conversation intelligence, providing comprehensive tools for understanding the voice of customers, improving the performance of agents, and enabling measurable improvement on call center metrics.

Our Eureka platform offers cloud call center software that enables you to capture and analyze 100% of conversations across all channels. Eureka analyzes interactions at the deepest level, identifying patterns, interpreting nuance, and scoring emotions to shed light on the customer experience. By automatically converting all the unstructured information in customer interactions into structured data, Eureka makes it easy to glean insights that can help to identify opportunities for improvement while providing real-time feedback and next-best-action guidance to improve outcomes and metrics.

The CallMiner Eureka platform offers solutions for:

• Analyzing agent and customer conversations at scale.

• Visualizing data in shareable presentations with drill-down details that reveal insights based on customer behavior, agent performance, process challenges, and other root cause indicators.

• Creating a culture of persistent improvement by monitoring, understanding, and optimizing call center representative performance at scale.

• Alerting agents and supervisors to conversations with at-risk customers and providing next-best-action guidance to positively resolve a potentially negative customer experience.

• Capturing high-quality, speaker-separated audio for faster and more accurate insights.

• Automatically redacting sensitive data and personally identifiable information from audio and text-based conversations.

• Integrating with data sources across the organization to connect your entire business ecosystem.

The benefits of improving call center metrics

With the CallMiner Eureka platform, you can enhance call center metrics to:

• Make customer conversations more efficient, reducing interaction time and handle time.

• Reduce first call resolution by accurately routing conversations to the right agents with greater efficiency.

• Support customers through their omnichannel journeys with a greater understanding of their needs.

• Improve the customer experience by resolving concerns faster and with less hassle.

• Increase interaction volume and reduce costs by helping agents more effectively manage conversations.

• Reduce the cost of turnover and onboarding by providing agents with a clear path to success.

• Optimize agent performance through real-time alerting and data-driven feedback. • Enhance agent performance with real-time coaching.

• Improve profit margins in inbound call center and outbound call center operations by effectively meeting business goals and customers’ needs without increasing personnel costs.

• Drive productivity in the work-from-home call center.

Why CallMiner?

CallMiner has been a global leader in conversation intelligence for nearly 2 decades. Our platform is built on technology and expertise developed through mining billions of hours of customer conversations for actionable intelligence. Today, we deliver the industry’s most comprehensive platform for analyzing customer interactions across all channels at scale.

CallMiner Eureka is the most powerful platform for conversation intelligence. No other company offers more customizable solutions and deeper customer understanding for improved business outcomes. With turnkey integrations and automation, Eureka provides the insights that matter most, faster than any other solution on the market.

Eureka also provides a wealth of value-added benefits.

• Our Solution Catalogue delivers pre-built analytics content that minimizes the time, effort, and cost of uncovering insights from particular business use cases.

• Language packs provide support for transcription, redaction, and speech analysis in multiple languages.

• Speaker separation technology enables analytics that is parsed by customer and agent speakers with a mono-to-stereo audio call recording converter.

• CallMiner Playbooks offer step-by-step guides for achieving ROI more quickly.

__• Our Accelerator progra__m offers intensive, personalized training for analysts.

• CallMiner Customer Connect provides access to an enthusiastic user community that can deliver invaluable crowdsourced support and innovation.

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Frequently asked questions.

Call center metrics are measurements of performance in a contact center. Call center metrics evaluate the performance or success of individual agents and interactions as well as the performance of the contact center as a whole. Metrics provide call center managers with the insight and intelligence they need to increase efficiency, improve agent effectiveness, and enhance the experience of callers.

Conversation intelligence uses natural language processing (NLP), artificial intelligence, and machine learning to capture and analyze interactions with customers on a variety of channels, including phone, chat, email, web, surveys, social, and SMS. By converting unstructured information into structured data, conversation intelligence makes it easy to transcribe, categorize, and score the content and emotion in each interaction, enabling managers to search and analyze it for actionable intelligence.

Conversation intelligence can help to dramatically improve performance in a number of call center metrics. By analyzing 100% of interactions rather than merely a sample, conversation intelligence provides a more accurate understanding of customers’ needs and agents’ performance. Conversation intelligence enables real-time coaching and in-the-moment suggestions that can improve the outcome of conversations. And by helping agents resolve customers’ needs more quickly and successfully, conversation intelligence can help improve metrics around efficiency and customer satisfaction.


We implemented CallMiner to achieve faster time to insights with our analytics. We can pull comprehensive, ad-hoc reports for stakeholders on important CX-centric KPIs on the fly.

Robin Gomez

Director of customer care innovation, Radial