Call Centers are often measured by their performance on key indicators.
These indicators tell how the call center is doing in terms of efficiency, cost,
service quality, and performance. Some key indicators that many call centers track
include:
Abandon Rate
Availability and Agent Utilization
Average Speed of Answer (ASA)
Cost per contact by media
Contact Volume
Customer Satisfaction
Handle Time
One Call Resolution Rate
Quality Monitoring
Schedule Adherence
Service Level
Span of Control
Turnover Rate
To understand these performance measures better, and to make accurate calculations for
comparison, reference the Call Center Measurement
e-Toolkit.
Benchmarking reports provide data on other call centers and their performance.
Over 250 organizations shared their own lessons learned and key data in three benchmarking
reports: Benchmarks in Call Center Operations,
How to be a Great Call Center Manager
and Improving Call Center Business
Processes.
You can also access
tutorials to read more about
establishing effective measures. |
Call Center
Measurement e-Toolkit
How to measure and improve call center performance; an excellent guide to developing a
performance measurement system with concrete recommendations for improving call center
performance.
More informationCall Center Best Practices Reports
Over 250 call centers share best management practices ...New 2010 benchmarking report present call center
management practices and trends, including changes that are producing the greatest
improvement in customer satisfaction and call center efficiency.
Call Center Measurement
Package
Includes the Measurement e-Toolkit and the Best Practices Report -
Benchmarks in Call Center Operations.
More information
Find a
Call Center Business Performance Package
to meet your needs and
save 20-25% off the list price! |
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