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
Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious