Indicators - Call Center Metrics

Call metrics help managers to develop standardized requirements for employee work performance.

The indicators for call metrics are as follows:

  • Blockage (busy signals); percentage of customers will not be able to access the center at a given time due to insufficient network facilities in place. 
  • Abandon rate; 
  • Average speed of answer (ASA); average wait time of all calls in the period;
  • Longest delay in queue; wait time of the oldest call in queue; indicates when more staff need to be made immediately available.
 

Learn More About:

Some common call center solutions such as ACD, predictive dialers, scripting software, computer

What are common call center solutions?

How to decrease turnover rates?

Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

Read more...
 


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

Read more...
Direct-Inbox