Call Center Metrics are key performance indicators (KPIs) used to measure the efficiency, productivity, and service quality of a call center. Common metrics include Average Handle Time (AHT), First Call Resolution (FCR), Call Abandonment Rate, Customer Satisfaction Score (CSAT), and Agent Utilization. CRM systems collect and analyze these metrics to provide insights into agent performance, customer service effectiveness, and operational improvements. Call centers use these metrics to optimize staffing, enhance training programs, and ensure high service levels. Businesses in customer support, sales, and telecommunications rely on call center KPIs to improve customer experience and reduce operational costs.