Here you’ll find a comprehensive list of the most critical key performance indicators for measuring quality and productivity in a call center.
- 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
De-escalation Training for Customer Service & Soft Skills Training 