• Essential call Centre metrics

    Essential call Centre metrics that help you transform your business

    Metrics is a great tool for setting goals and tracking progress toward those goals. Essential call Centre metrics assist more improvement — by removing necessity subjective instinct and sub-optimal guessing. They also promote responsibility by providing transparency into performance and creating feedback channels. Furthermore, industry standards for these indicators allow contact centres to compare themselves to the competition fairly. Furthermore, they can improve the customer services as well as the income of the contact centre. So, what are among the most important metrics that every call centre should track? And, in terms of these indicators, what exactly are the industry standards? #1: Quality of service and response times Typically, most call…