A call center is only as good as the value it affords both the organization and its customers. From the organization's perspective, there are several key performance indicators (KPIs) or metrics that can be measured to evaluate the call center's performance.
Here is a list of some of the most prominent and useful ones:
- Cost per call
- Customer Satisfaction
- First Contact Resolution Rate
- Agent Utilization
- Aggregate Call Center Performance
These and other metrics help your organization - and particularly your contact center - measure cost, agent performance, customer service quality and so on. With these metrics in hand, you can make the necessary adjustments to increase performance across the board.
Call recording software and quality monitoring software are great tools to help you drive improvements in these areas.
