The golden rule
Never read a metric on its own: read them together. For any number out of range, ask first "why?" and "is it the person or the system?" before you act.
1 · QA · Quality
It measures whether the work is done well, not just fast. It's your counterweight to AHT. Don't look at the average: look for the pattern. If everyone fails on the same criterion (identity verification, compliance disclaimer, case notes), it's process or training, not one person.
2 · Adherence
It measures whether people are in the activities staffing requires, not how hard they work. A strong performer can have low adherence because of schedule habits or incorrectly coded auxiliary time. Before correcting the person, determine whether the cause is behavior, scheduling or coding.
3 · AHT · Handle Time
It's an indicator, not a goal in itself. A high AHT can be an agent who truly resolves; a low one can be transfers and recontacts. An AHT of 12 min in healthcare can be better than 8 if the call is more complex. Always read it against QA, CSAT, and FCR.
4 · CSAT
The customer's voice. It's your anchor: when you're torn between lowering AHT or holding quality, CSAT (with FCR) breaks the tie. Watch for small samples: one bad survey isn't a trend. Look for the pattern across several weeks before you act.
5 · What a "good number" looks like by account type
Do not compare your program with a generic benchmark without adjusting for the industry and contact mix. These figures are starting references for common bilingual Costa Rica operations serving the United States. Your client and operating model define the actual target.
| Account type | Typical QA | Typical AHT | North-star metric |
|---|---|---|---|
| Customer service | 90%+ | 4 to 7 min | CSAT + FCR |
| Tech support | 88%+ | 10 to 20 min | FCR + resolution |
| Collections | 90%+ | 5 to 8 min | Compliance + payment promise |
| Sales | 85%+ | variable | Conversion + quality |
| Retention | 88%+ | 8 to 15 min | Save rate + CSAT |
| Healthcare | 95%+ | 6 to 12 min | Compliance + accuracy |
| Travel | 88%+ | 6 to 10 min | CSAT + upsell |
| Back-office | 95%+ | per case | Accuracy + SLA |
Orientation references based on 2025 to 2026 CX benchmarks, not contractual targets. In collections and healthcare, compliance rules: a QA of 95%+ is usually a floor, not a ceiling.
6 · Decision diagram: if the number says X, do Y
Interpreting metrics together is what turns a report into a leadership tool. Use these common combinations to enter the 1:1 with a hypothesis, not a reprimand.
Before you act, always: shrinkage and attrition belong to the system, not to one agent. If your attrition is in the typical industry range (45 to 60% a year) and your team is above it, the problem is probably leadership or staffing, not the people.