5 key call quality metrics for a contact center

Why metrics matter

Solovei lets you track key indicators automatically – per operator, per call, in real time.

5 metrics

1. Script adherence – whether the operator follows the script.
2. Objection handling – how adequately they respond to the customer's doubts.
3. Tone and empathy – level of understanding and care (1-10).
4. Call effectiveness – whether the call achieved its goal.
5. Handling time – time spent on the call.

How to work with metrics

Establish a baseline, set goals, configure triggers, run 1-on-1s, and track trends.

Start tracking metrics for free →