TeleDirect

AUGUST 10, 2022

Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. At TeleDirect, we’ve been working in the call center outsourcing industry for two decades. We’re experts—and today, we’ve written you a primer on call center performance metrics.

Call Center 62

Call Center Metrics First call resolution industry standards 62

Fonolo

FEBRUARY 9, 2023

Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority. For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract!

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

JUNE 9, 2014

Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority. For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract!

Service level 96

Service level Call Center Abandon rate Metrics 96