Zinnov’s blog has an informative posting if you’re somewhat new to call center metrics. (I am, so I found it interesting.) Analytics consultant Vipul Gupta shares some of the "critical metrics" that call centers track:
- Adherence
- After Call work Time
- Average Abandonment time
- Average Handle Time
- Average Hold Time
- Average Queue Time
- Average Speed of Answer
- Average Talk Time
- Occupancy
- Abandon Rate
- Percent Blocked Calls
- First Call Resolution
- Percent of Calls Transferred
- Percent Offered Calls Answered
- Service level
- Total Calls Offered
Wondering what some of these metrics are? Then read the white paper that’s referenced at the end of the post. You’ll find explanations for each.
