11 Essential Outbound Call Center Metrics You Need to Track in 2023

Measure these key activities to improve your outbound call center

7 Min
April 20, 2023

In the face of growing uncertainties, boosting your business’s outbound call center metrics is critical to the success of sales and marketing efforts. 

Simply tracking the volume of calls made or deals closed isn’t enough. You need to know which metrics can make or break your business. 

AutoReach Insights provides a comprehensive suite of call center analytics tools that simplify tracking and analyzing these key metrics. 

But before we dive into the most important outbound call center performance metrics, let's take a closer look at what outbound call center metrics are.

What Are Outbound Call Center Metrics?

Outbound call center metrics are performance indicators used to measure the effectiveness of outbound call center operations.  

They’re numbers that indicate your business's current weaknesses and strengths in sales and marketing and project what to expect at the end of the quarter.

These metrics are designed to help you:

  • Identify areas of improvement
  • Set success benchmarks, and
  • Optimize processes to improve customer satisfaction, sales performance, and profitability.

By tracking these outbound call center performance metrics, your business can perform at peak efficiency and provide the best possible customer experience.

11 Metrics that Improve Outbound Performance

Every time a customer interacts with your contact center, the main goal should be to ensure they receive a high-quality, brag-worthy experience. The metrics that improve your outbound call center performance indicate how well your company meets customer expectations and provides exceptional service.

Abandoned Call Rate

The abandoned call rate reflects the efficiency and effectiveness of a company's call center operations. It measures the rate of calls customers leave before reaching an agent.

A high abandoned call rate damages customer satisfaction and brand loyalty. It leads to lost revenue and a negative brand image. Customers are extremely likely to switch to a competitor if they experience poor customer service. If you want to retain your customers and increase revenue,  you need to prioritize reducing your abandoned call rate.

Answer Success Rate (ASR)

The answer success rate is another essential metric measuring how well your business handles incoming calls. A high ASR indicates that your agents answer calls promptly, reducing wait times and improving customer satisfaction.

Not all customers will wait indefinitely for an agent to answer, and a low ASR can lead to increased abandoned call rates. Customers appreciate fast and efficient call handling, and a high ASR can significantly impact their perception of your business. 

Pause or Wait time

The pause or wait time is when your agents wait for the next call to connect. This data is essential because it affects the productivity of your agents. If the pause or wait time is high, your agents must make more calls.

To reduce the pause or wait time, you need to ensure that your agents have a steady stream of leads to call. 

AutoReach uses artificial intelligence to identify the best times to reach out and the most effective messaging for each lead.

Average Holding Time

Average holding time reflects how well your call center manages call volume and customer expectations. Customers find high hold times immensely frustrating, and they lead to increased abandoned call rates.

You need to deliver quick and efficient service, and managing call volume minimizes hold times. Nine out of ten customers will abandon the call if they’re on hold longer than five minutes.

Therefore, reducing average holding time is critical to improving customer satisfaction and reducing lost revenue.

Average Talk Time

This data measures how efficiently agents are managing customer inquiries and complaints. High talk times may indicate that agents must address customer needs more effectively or spend less time on non-productive tasks.

However, balancing talk time with effective customer service is crucial to avoid rushing customers and potentially increasing their frustration.

Calls Per Agent

This metric reflects how well you manage call center staff. A high volume of calls per agent can indicate that agents are handling an excessive number of calls, leading to decreased productivity and reduced customer satisfaction.

While increasing staff can reduce calls per agent, it may not be financially feasible. You need to manage call volume effectively, provide adequate training and support for agents, and optimize call center operations to improve productivity and customer satisfaction.

Connection Rate

Connection rate measures how well your call center operations reach customers. A low connection rate can indicate that your agents don’t effectively reach customers, leading to lost revenue and decreased customer satisfaction.

Therefore, it’s essential that you optimize call center operations to increase connection and reduce abandoned call rates.

Cost Per Acquisition (CPA)

The cost per acquisition can determine the effectiveness of your marketing campaigns and sales efforts. However, you should consider the long-term value of acquiring a new customer rather than solely focusing on minimizing the CPA.

You may justify a high CPA if the customer has a high lifetime value and is likely to become a loyal, repeat customer. You can optimize the CPA by identifying and targeting your ideal customers with personalized messaging and offers.

Customer Satisfaction

The best call center software will reveal your customer satisfaction ratio, which measures customers' satisfaction with the call center's service. You should never assume that a high satisfaction rate translates to customer loyalty. Customers may be happy with your service but switch to competitors if they offer a better product or price.

You can improve customer satisfaction by providing personalized and efficient services, minimizing wait times, and resolving issues quickly and effectively.

Monitoring customer sentiment on social media and other channels will help you identify and address negative feedback.

Dropped Call Rate

The dropped call rate is the rate of disconnected calls before the conversation is complete. 

If the dropped call rate is too high, it means that your agents aren’t connecting with customers effectively.

To reduce the dropped call rate, you need to train your agents to handle objections and provide them with the tools they need to close deals.

Wrap-up Time

The wrap-up time metric communicates the time it takes your agent to finish a call, make notes, update the software and call the next customer. This is a vital metric in a call center software because it affects the productivity of your agents. If the wrap-up time is high, your agents must make more calls.

To reduce the wrap-up time, provide your agents with the tools to complete notes and update the system quickly. Companies like AutoReach give your agents real-time guidance on handling each lead.


By tracking these metrics, you can identify areas for improvement, optimize call center marketing processes, and ultimately improve sales mindset and customer satisfaction. 

At AutoReach, we're passionate about modernizing sales contact centers and helping businesses improve the customer experience to boost sales and reduce CEO anxieties. Our innovative dialer call center software leverages artificial intelligence technology to help reps connect with massive leads more effectively and maximize conversions. You can transform your business with our small business call center software to outpace your competition.

Don't settle for less. Sign up for a free trial of AutoReach Insights today and discover how you can sell up to 300% faster with our innovative dialer and AI-powered analytics tools.

Download Datasheet

Learn how AutoReach can take your outbound to the next level

AutoReach Datasheet Image
Love This Blog? Subscribe for More

Related Blogs

Are you ready to take your team to the next level?