Set Metric
Call Center Metrics That Measure Up
Managements of call centers generally assess their overall performance through pre-determined call center metrics. These metrics are often concerned with activities or processes that are vital to the company's operations.
Call center operations are generally characterized by large volumes of telephone calls that are either inbound or outbound. An inbound call center company is designed or equipped to provide product support or to handle inquiries or complaints from customers. On the other hand, an outbound call center contacts potential customers usually for the intention of selling or surveying. A common call center set-up involves individual work stations for each agent. Individual headsets or telephone sets are provided for each employee. A large percentage of call centers are outsourced companies. They offer their services to other companies that require additional manpower to interact with their customers. Some of these companies are mail order catalogue companies, computer hardware and software companies and utility firms.
A common concept used in optimizing call center operations is the queuing theory which is the central idea used in distributing and forecasting calls. Management usually considers the minimum number of agents needed to provide certain service levels. Through accurate call forecasting, a call center is able to handle a significant volume of calls coming in at the same time. These calls are screened and are forwarded to the agents. It is during the customers' interaction with the agents that most issues or product inquiries are handled and resolved. To continually monitor the performance of call center agents, aspects like proficiency level, customer service and quality control are looked into.
Most call centers use metrics or performance measures which are easily obtained as the primary basis of agent performance evaluation. Some of these include average talk time (ATT), mean dialing time, service level percentages, average handling time (AHT), or the number of calls that are handled by an agent. Different software applications and technologies are also used to measure different facets of agent performance. In the matter of choosing the performance metrics that are to be used, managements of call centers are faced with a dilemma. With the numerous metrics that can be used, it is difficult to determine which are more important than the others. In line with this, some companies choose to use a Balanced Scorecard, a management concept introduced by Robert S. Kaplan and David P. Norton in 1992. This allows call center managers to focus on those areas that are critical to the success of the entire organization.
According to industry experts, only five call center metrics really matter. These key performance indicators (KPIs) are identified as aggregate call performance, agent utilization, cost per call, customer satisfaction and first contact resolution (FCR) rate. FCR, in particular, is highly regarded as statistics reveal that the higher this percentage is, the higher the customer satisfaction rate. Metrics may differ from one company to another due to difference in organizational objectives. Nevertheless, the metrics that should be chosen should measure those activities or processes that will help the company achieve its vision and strategic objectives.
About the Author
If you are interested in
call center metrics
, check this web-site to learn more about call center kpi.
 Craftsman 15pc 3 8 Drive Metric 12pt Sockets New Tools 6 21mm Lot Set  US $15.99
|
 CRAFTSMAN Metric Combination Wrench Set NEW US $20.55
|
 Craftsman 13pc 1 2 Metric LASER ETCHED 6pt Sockets Set US $32.99
|
 CRAFTSMAN 13pc METRIC COMB WRENCH SET NEW WRENCHES US $25.01
|
 Craftsman open end metric wrench set US $10.00
|
 Craftsman 12 pt 3 8 dr Deep Laser Metric Socket Set 13 pcs on Socket Rail New US $20.50
|
 Metric Tap and Die Set 40pc Wholesale Hand Tools US $10.80
|
 NEW Metric 10pc T Handle Hex Key Wrench Set Hand Tools US $6.40
|
 7pc Folding Hex Key Wrench Set Metric Allen Key Set US $.99
|
 CRAFTSMAN 40 PIECE HEX KEYS SHORT LONG SAE METRIC 2 SETS NEW US $5.97
|
 westward 8 piece metric combination wrench set US $55.00
|
 CRAFTSMAN 3 8 DRIVE 11 PIECE 12 PT METRIC DEEP SET ^ US $18.97
|
 CRAFTSMAN BRAND NEW 1 2 DRIVE 13 PIECE 12 POINT METRIC SOCKET SET US $29.97
|
 TOOL KIT 40 piece SOCKET SET w SAE METRIC CASE US $.99
|
 CRAFTSMAN 3 8 DRIVE 17 PIECE 6 POINT METRIC SOCKET SET US $21.97
|
 Task Force 16 PCs 3 8 in Socket Set SAE Metric With Used 3 8 Drive Ratchet US $9.99
|
 52PC SOCKET SET 1 4 3 81 2SAE AND METRIC US $10.99
|
 No Name 14Pc Metric Crows Feet Wrench Set US $31.00
|
| Powered by phpBay Pro |
 |
Progressive GT-3520 International 19-Piece Measuring Cup and Spoon Set
List Price:  |
Description19 Piece, Measuring Set, Includes: 10 Measuring Cups & 9 Measuring Spoons, Dishwasher Safe. Features
|
 |
Progressive International Set of 5 Stainless-Steel Magnetic Measuring Spoons
List Price: |
DescriptionProgressive International is your source for the widest range of functional, inventive, and fun kitchen tools and great ideas put into practice. Our in-house designers spend hours in the kitchen coming up with ways to improve on a variety of traditional tasks and tools... Features
|
 |
Pyrex Prepware 2-Cup Measuring Cup, Clear with Red Measurements
List Price: |
DescriptionDo the results of your recipes measure up? Maybe you need a reliable Measuring Tool. The Pyrex measuring cup is considered a standard accessory in most kitchens. Dependable for accuracy, this new version used bold red markings to identify gradations in measurement up to 16 ounces so it's easy to read... Features
|
 |
Metric: Live at Metropolis
List Price: |
DescriptionLIVE AT METROPOLIS - DVD Movie |
 |
Fantasies Flashbacks (Box Set)
List Price: |
 |
Maxam 101pc Metric Tool Set
List Price: |
DescriptionMaxam 101pc Metric Tool Set. Comes in blowmolded case measuring 273/4" x 151/2". Lifetime Warranty. 6200PT $106.95 Item #MT101 Features
|
 |
Omron HJ-203 Pedometer with Activity Tracker
|
DescriptionThe Omron GOsmart Pocket Pedometer with Activity Tracker is an ideal motivational tool for fitness enthusiasts on the go and those interested in improving and maintaining health. The HJ-203 has 2D smart sensor technology so it knows exactly when you're taking a step... Features
|
 |
Omron HJ-105 Digital Pedometer (metric)
|
DescriptionA digital pedometer can help you track your exercise program progress and make it easier for you to set and reach your exercise goals. Simply set the time, your weight and stride length - and start moving! (This model displays measurements and settings using the metric system... Features
|
Volt Blades
Diamond Willow
Highly Figured
Sears Craftsman
Furniture Walls
Cherry Pen
Hands Magnifying
Boring Spade
Wood Glue
Stabilized Jumbo