Call center metrics measure customer satisfaction and agent efficiency. A well-run call center is able to analyze these detailed results and apply the knowledge towards a better alignment with the company’s proposed goals. While quantitative metrics are easily measured and improved, it is important not to underestimate the importance of qualitative metrics. Everyone has a role to play – callers, agents, clients, and business owners.
As business clients move away from a ‘cost center’ view of call centers to that of an integral customer service channel, metrics priorities have changed. When deciding which metrics to evaluate, it is essential to look at things from a broad perspective. Take a look at the different types of metrics, and find out what they can do for your business.