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Call Center Metrics
- 3. G ROUND R ULES
- 8. Team Contest
- 10. Service Quality Measurement Telphone Moment of truth 1-ASA 2-Queue Time 3-Abandon Internal Metrics 1-Answer 2- Customer Satisfaction External Metrics
- 14. Internal Metrics Measuring the Heartbeat of the Call Center
- 15. Call Center Data Sources of
- 24. Most Popular Internal Metrics
- 31. Abandon rate
- 32. Abandon rate
- 33. Reduce Abandons out of queue
- 37. Average Handle Time (AHT)
- 38. Handle Time Data
- 39. Reducing handle time using the stoplight method Stoplight Color Call volume Process Green Normal call volume Normal call process including marketing programs Yellow Long queue / peak periods Accelerated call process with reduced or no marketing, reduced or no tracking or data collection Red Call overload / Emergency New revised call process
- 40. Reduce talk time and after call work time
- 49. Average Speed of Answers
- 50. Speed of Answer ( Seconds)
- 55. Employee perception of monitoring
- 58. Service Level
- 60. External Metrics Measuring the Heartbeat of the Caller
- 63. Most popular External Metrics