Call Center Metrics: Most to Least Impact

Call Center Metrics

Making call center metrics count in your call center is mission possible, if you know which metrics matter, and which ones don’t.  You would be surprised, if not shocked, by how many call center managers do not know how their call centers are performing?  Less stunning is the lack of pertinent knowledge of supervisors.  Key Performance Indicators (KPIs) are the backbone of running any call center.  They are the vital signs of your center’s life.  Without a handle of them, you don’t know if you’re thriving or hemorrhaging, until it’s too late.  Consequently, consider the metrics that are significant to performance.

You know them; they are:

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To Your Success,

Greg Meares

 

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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