Calibration, Feedback, Schedule adherence and Wait times

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

This score provides an overall view on the performance delivered, the level of customer service and includes variables such as ease-of-access, wait times and more. This metric is very similar to the customer satisfaction number as feedback is provided back to the company through a survey form from the customer.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

Workforce Optimization: What It is and Why You Need It

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching

Coaching Contact Center Quality management Schedule adherence

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Workforce Optimization: What It is and Why You Need It

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