Global Response

DECEMBER 2, 2022

Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Call center KPIs are chosen to measure progress toward the goals of each brand, and selection is customized to fit each unique set of objectives.

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call center workforce Metrics Call Center Management 62

Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. First Contact Resolution (FCR) is an essential part of managing your company’s relationship with your customers. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

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Metrics Call Center Schedule adherence Abandon Call 78

Taylor Reach Group

AUGUST 23, 2017

We are all familiar with the maxim that “you can’t manage what you don’t measure”, and it is certainly true. Management and their immediate Team Leaders define what those performance standards are. Best practice is for management to be transparent regarding what the performance standards are and why they are important.

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Pointillist

JANUARY 25, 2019

Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers. Average Call Abandonment Rate If customers are waiting on hold too long, they are likely to abandon calls.

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Call Center Metrics Abandon rate Average Handle Time 75