There is a growing rate in the increase in call centers here and abroad. Businesses out source their customer service tasks to call centers which save them money and time to handle other problems and develop their business. Call centers are often large offices complete with call center tools. In each row of cubicle you will find a computer, a phone and a call center headset used by representatives to receive a call or make a call. Call center monitoring is important to know where the business stands which leads to call center metrics.
Call center metrics are tools used by call centers to measure their performance from the call center as a whole down to the agents handling the call. Understanding metrics determines areas that need improvement which can lower costs and improve support processes for increased customer satisfaction. A company needs to have a smart approach in understanding the metric system so that it becomes useful to the company.
5 Important Call Center Metrics Definition
Among the metrics there are 5 important call center metrics definitions that needed regular tracking. That is customer satisfaction, cost per case, first call resolution, individual agent performance and agent productivity. » Read more: Call Center Metrics