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The most common KPIs or metrics used to measure performance are service level (the percent of calls handled within a given number of seconds -- X% answered within Y seconds), average speed of answer (the average amount of time it took all calls to be answered) and abandoned calls (the number of callers who hung up and abandoned before being helped). In addition to these, there are a number of other metrics which measure call quality, resolution rates, customer satisfaction, cost per contact, etc.
Prior to establishing or modifying metrics for your center we suggest you develop a complete metrics strategy which identifies and aligns your center's KPIs with the overall business goals and drivers. While this may seem very basic, it is a major point of failure for many call centers. KPIs and metrics drive behavior and results; alignment with business goals is critical to your success.
I would recommend reading Call Center Management on Fast Forward by Brad Clevelend. In addition to an excellent chapter on "Establishing the Right Measures and Objectives," the book is an excellent resource for anyone managing a call center.
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