Key Performance Indicators: 10 to Track.

9. Call-response time, tracked daily. The standard: 80 percent of all calls should be answered within 20 seconds. The remaining 20 percent of incoming calls should be answered within 1.5 minutes.

The average speed of answer (ASA) also is important; the norm is around 30 seconds. If your ASA is 30 seconds, your call-abandonment rate will be about 5 percent. Although you may have on-hold music and an announcement of daily specials or your commitment to customer service, no one likes being put on hold before placing an order. If you often answer calls in five or more rings and/or have customers wait more than 60 seconds, use an overflow call center service.