One of the most significant processes in managing an effective call center is the process of definition of KPIs. Often, call centers in their early stages adopt a narrow perspective, which serves as a spotlight on the success of the operations according to a basic measurement and nothing further. However, a proper combination of metrics can clearly present the processes that are taking place, operational wellness and quality achievements. The selection of the metrics must come from the understanding of the advantages and disadvantages of each metric, and its level of suitability with the company’s business-targets.