What are the most important service criteria to measure in a call center?
Since no two call centers are exactly alike, it’s impossible to provide a definitive answer or a ranking of criteria by importance.
Most call centers benefit from tracking the following:
- First Call Resolution
- Average Handle Time
- Average Wait Time
- Schedule Adherence
- Forecast Accuracy
- Call Response Time
- Abandoned Calls
- Call Volume Per Agent, Per Day
Speech Analytics for Improved Customer Service
Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has
Transform your COST center to a Call Center
It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by