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Metrics to Measure the Performance of Your Virtual Call Center

Hodusoft

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.

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11 Must Know Call Center Terminologies- A Guide!

Hodusoft

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. Queue – A queue in call centers refers to the line of calls waiting to be answered by agents.

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5 Tips for Managing Remote Call Center Agents

NobelBiz

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.).

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A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track

JustCall

Here are 17 important call center metrics to look out for: 1. First Call Resolution. First contact resolution or first call resolution (FCR) is a measure of contact center agents' performance. Call Volume. So, start tracking your call center metrics now!

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Call Center Reporting: The Definitive Guide (Updated)

JustCall

Call center reporting helps identify and resolve workflow issues to boost productivity. Call Summary Report : Shows details about all incoming calls in a specific time period, including data such as the number of answered calls, talk time, agent picking speed, abandoned calls, etc.