Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Don’t measure anything unless the data helps you make a better decision or change your actions.” Managing a virtual call center is not easy. Read on to gain valuable insights.

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Hodusoft

MAY 10, 2023

This has resulted in increased demand for cloud-based call center solutions, as well as virtual call center services that can be operated from home. SLA (Service Level Agreement) – SLA is a contractual agreement between a call center and its clients, outlining the level of service that will be provided.

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NobelBiz

MAY 24, 2022

These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.). Here are some helpful hints.

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JustCall

NOVEMBER 23, 2022

Call center reporting is the process by which call center managers measure performance and efficiency. It involves converting raw data into insightful reports based on crucial KPIs. Reports can be created by gathering data points and organizing them into categories of KPIs. Agent Schedule Report.

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