Technologies and methodologies to track and measure

Applying metrics can help a call center business in setting the performance goals for the entire organization.

The commonly used metrics to measure efficiency and efficacy of a call center include:

• Customer Satisfaction;

• Call Cost;

• Agent Efficiency;

• Average response time of calls;

• Rate of abandoned calls.

These data can be accessed, compiled and interpreted by means of technologies like:

• LED wallboards; display call center metrics on bright and highly-visible LED reader boards.

• Agent desktop applications; displays real-time call center metrics on agents' computer desktops, providing vital information to enhance agents’ efficiency and customer experience.

• LCD flatscreen displays; display call center metrics on large-format LCD screens along with multimedia content.

• Web-based management dashboards; generate complex snapshots of multi-source call center metrics and operational data for managers.

New technologies allow call centers to obtain customer interaction analysis. Unlike traditional call center efficiency reports, these new technologies focus on improving the overall productivity of call centers in conjunction enhancing with customer satisfaction ratings.


Learn More About:

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

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The cost of employee turnover

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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.”


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 (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( 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.