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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. A 2016 survey by Call Center Helper shared that 62.7%

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The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? Many find an adherence rate of 80% to be a good target.

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Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

Schedule Adherence. You may have noted that metrics such as Service Level, Calls per day, abandoned calls, occupancy, etc. Workforce management sets the forecasts and schedules and if these volumes, Agents or anticipated handle times do not materialize, these metrics will be adversely affected. Login time.

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