Customer service centers are at the heart of how companies build trust and long-term relationships with their customers. But with so many ways to structure a team — from fully remote to in-house or hybrid — it’s not always clear which model works best.
To figure that out, you need more than just gut feeling. You need to track the right performance indicators and understand the human side of customer service. That combination is what really defines success.
Why Metrics Matter in Customer Support
Every customer service team wants to be efficient and responsive. But how do you actually measure that? Key performance indicators (KPIs) are a great starting point. While standards vary across industries, there are a few universal metrics that tell you whether your team is delivering real value.
Service Level
This tells you how many calls are answered within a set time, often 20 seconds. The industry benchmark is answering 80% of calls in 20 seconds. If you’re consistently missing that, you may be understaffed during peak hours.
Average Speed of Answer (ASA)
This measures the actual average time it takes to pick up a call — including those that took longer than 20 seconds. On average, this is around 28 seconds, but it can fluctuate depending on industry and time of day.
First Call Resolution (FCR)
FCR looks at how many issues are resolved in a single call, without needing follow-ups. A strong FCR — typically 70–75% — means your team is knowledgeable and efficient, which keeps customers happy and reduces costs.
Average Handling Time (AHT)
This covers everything from the moment a call starts to when it’s fully resolved, including any hold time or follow-up tasks. A common AHT is about 6 minutes, but it really depends on the complexity of your service.
Call Duration
On average, calls last about 4 minutes. If your average is much longer, it might signal that customers aren’t getting clear answers quickly — or that you’re over-explaining simple issues.
After-Call Work (ACW)
This is the time agents spend finishing up after a call — updating systems, sending follow-ups, or noting important info. The average here is around 6 minutes, but again, this varies depending on what your team needs to log.
It’s Not Just About Numbers — It’s About People
KPIs help you measure performance, but the human side of customer service is just as important. Soft skills are what turn a good support team into a great one.
Empathy and Patience
Some customers will be upset. Others may just want to talk. A great agent can stay calm, listen actively, and offer real help — no matter who’s on the other end of the line.
Adaptability
Not every customer is the same, and not every day is predictable. Your team should be flexible enough to adjust on the fly and stay focused even when things change fast.
Clear Communication
No jargon. No confusion. Agents should be able to explain things simply and clearly, and confirm that the customer really understands the solution.
Professionalism
It’s all about balance — solving problems thoroughly, but not taking too long when others are waiting. Time management and staying focused are key.
Product Knowledge
Your team doesn’t need to know everything — but they should know where to find answers fast. Honesty goes a long way: “Let me check that for you” is always better than guessing.
Staying Cool Under Pressure
Customer feedback isn’t always positive. A strong team knows how to take criticism, keep their cool, and use feedback as a chance to improve.
How to Know If Your Team Is on Track
Wondering if your team has the right mix of skills and performance? One of the easiest ways to find out is to ask your customers. Use your CRM to send out short surveys after calls, or include a feedback link on invoices and support emails.
You’ll get insights into:
- Whether customers felt listened to and helped
- If their issue was resolved the first time
- How your team’s support lines up with customer expectations
Final Thoughts: Finding the Right Model
There’s no one “perfect” structure for a customer service center. Whether your team is remote, hybrid, or in-house, the real key is balancing performance metrics with strong people skills.
At Katrium, we help businesses across Europe build customer support teams that are responsive, multilingual, and ready to scale, without sacrificing quality.
Want to talk about what setup would work best for you? Book a quick call with us here.
5 Responses