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Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World

Monet Software

This specifically applies to contact centers which are in the frontline of customer service and are gathering heaps of information, insights and data every minute, every hour, every day. As a call center manager, these waves of data that come from different channels and platforms can be overwhelming. We selected the top call center metrics that will really help your call center succeed. Ask what’s keeping them from handling calls faster.

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. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. Many call center leaders view it as the most important KPI to track.

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How to Calculate Occupancy Rate in a Call Center

Fonolo

In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization rate.”. You might think a simpler measurement like “call per hour” would answer this same question. But as is often the case with call centers, things get complicated quickly.

Evaluate Agent Performance like a Pro with this Contact Center Score Card 

Fonolo

Sure, if you’re hiring correctly, your contact center will be filled to the brim with the right personalities and work ethics for success—but being surrounded by the best call center agents means effective training, constant support, and strategic goal setting. Abandon rate.

What Metrics Matter Most For An Inbound Call Center?

Quality Contact Solutions

One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. Because there are so many metrics that are available to track internally, externally, at the inbound call center agent level and the program level, it’s no wonder people stop to think “where do I begin?” Since there are several inbound call center metrics available to measure, let’s talk about where it makes sense to start and why.