A KPI scorecard for Call Center that helps a company stand out, attracting and retaining customers because of positive interactions with clients. Learn more in https://bscdesigner.com/call-center-3-kpis.htm
Given 1,000 person call center, 110 of them aren’t even in their seats to help callers
An agent's time 'logged in'
Annual absence rate
Callers can sometimes be verbally combative and downright hateful, making it even more stressful.
Average wait time
Grade of service
Grade of service (through post-call or email surveys)
First-call Resolution Rates
An agent has to repeatedly send customers to different people to answer questions, the customer experienced begins to deteriorate and satisfaction wanes.