Call Centre
Performance Measurements

  • Service Level
  • Average speed of answer
  • Average talk time
  • Average not ready time
  • Average handle time
  • Adherence to schedule
  • Average Abandonment rate
  • Average time to abandon
  • Agent Utilization
  • Average offered call volume per hr
  • Average handled call volume per hr
  • Average blocking rate

Quality of Service
Performance Measurements

  • Average tenure of agents
  • Overall caller satisfaction
  • # of complaints of escalated calls
  • % of calls requiring rework
  • Complaints resolved on first call
  • Agent satisfaction
  • # of Transfers before resolution

Revenue Related
Performance Measurements

  • % time agent spends on calls
  • Average call value
  • Conversion ratio of inquiry call to sales
  • Average sales per agent

Quality of Service
Performance Measurements

  • Loaded cost per agent
  • Average recruitment cost
  • Average cost per call
  • Average cost per order
  • Ratio of IVR to agent-handled calls