Which factor is NOT commonly used to measure call center performance?

Employee satisfaction is not typically used as a direct measure of call center performance, while the other factors play a crucial role in evaluating the effectiveness and efficiency of call center operations.

First call resolution is a critical metric because it indicates how successfully agents address customer issues on the first attempt, reflecting both agent skill and customer satisfaction. Average handle time measures the efficiency of call resolution by tracking the time agents spend on each call, which helps assess productivity. The call abandonment rate indicates how often customers hang up before reaching an agent, providing insights into customer frustration and the responsiveness of the call center.

While employee satisfaction is essential for a healthy work environment and can indirectly impact performance metrics, it is not a direct measurement of call center performance itself. Instead, it serves more as an internal indicator of resource well-being rather than an external measure of operational competency.