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I would like some call center metrics
Posted by jomel on Fri, 09/09/2011 - 09:39
I'm seeking some advice on what metrics are most recommended for the call center. I'm obviously familiar with cost per call and average handling time but would like to hear some additional ideas from those who have experience in this field. For the purpose of context: I am being asked to present to a team some new ideas.
Thank you.
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Call center Metrics...
Call center Metrics is the best option to measure performance and management which helps to increases the efficiency and quality. In call center metrics there are many options which has to be qualified. Such as workflow of calls, its management, quality, technology reporting, communication and finance these is few basic points. Then it comes to the measuring the performance, i.e., customer satisfaction, work efficiency etc. Quality measuring process is on of the very important processes in call center metrics. It includes call monitoring forms and its standards, calibration, scoring and evaluation. Then the final process is reporting performance considering some aspects such as reporting methods, communication to all members.
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