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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