>>Call
Center Metrics (Key Performance Indicators)
Here
you'll find a comprehensive list of the most critical
key performance indicators for measuring quality and
productivity in a call center.
Typical
Key Performance Indicators in Call Centers
-
- First-Call Resolution
- Response Time and Quality
- Average Speed of Answer
- Abandoned Calls
- Forecasted Call Load vs. Actual
- Scheduled Staff vs. Actual
- Adherence to Schedule
- Average Handling Time (AHT)
- Occupancy and
Productive/Nonproductive
- Cost per Call
- Average Call Value
- Customer Satisfaction
- Employee Turnover
- Overall Call Center ROI
Article on Call Center Metrics:
Call
Center Metrics: Average Speed of Answer Is No Longer
Enough By
Christy Colbert, Marketing & Research
Specialist, Apropos Technology
Three
Steps For Creating Effective Call Center Measures and Reports
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