Previous studies have focused on one-at-a-time concrete and singular characteristics of employee service quality. Here, a wide-ranging guide for call center employees to improve their performance is reported through the contribution and impact that quality metrics convey (Barnes et al. in J Bus Res 68:433–441, 2015; Chicu et al. in Eur Account Manage Rev 21:20–41, 2016; BRQ Bus Res Q 22:83–95, 2019). In detail, this study explores how quality metrics, such as KPIs, can be used to increase employee performance and create positive associations with service experiences at the call center level of a hearing company. Call centers are one of the primary means of communication between companies and their customers, representing great importance (Cheong et al. in Eur J Soc Sci 6:268–276, 2008). As the object of this study, Amplifon was selected as a global leader in hearing care with its services present in over 29 countries. Using a mixed methodology approach, case study to action research, this report showed a match between critical academic discoveries in this industry and suggested further metrics as a matter of employee performance evaluation. Besides the commonly used KPIs of Script adherence, attendance message, and tone of voice stated in the literature, there were proposed three more metrics of quality of analysis including empathy engagement, disposition match, and objection handling.