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

What are common call center solutions?

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Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

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