Keep your call center on track with the right data.
Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer services. To do this effectively, you need to be dialled into the latest metrics and KPIs such as current service level, call volume and call resolution rates. Use these call center KPIs and metrics to track your performance through the busiest and most hectic days.
Best call center metrics to monitor
Many industry leading companies track these on TV data walls:
- Call completion rate
- Agent utilization
- Answer seizure ratio(ASR)
- First call resolution rate
- Speed of answer (SA)
- Call handling time
- Call drop rate (CDR)
- First contact resolution rate
- Sales per agent
- Lead conversion rate
Scroll down to see more call center metrics that you can start using today to better manage your team.