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

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