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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