Contact Center metrics

While understanding what is happening within the contact center is key to performance, knowing why it is happening is key to improvement. The performance of contact centers has traditionally been measured by observation of key metrics, usually related to cost and efficiency.

Most common contact center metrics:

• average speed to answer calls

• percentage of calls answered within a certain time

• average call length

• percentage of dropped calls

• agent activity (call time, wrap-up, administration, idle mode)

• conversion rates (contacts converted to sales)

• call volume (number of calls answered compared to available time, number of orders logged and confirmed)

• customer satisfaction based on after-call customer input

• percentage of first-call resolution

 

Learn More About: 

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Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

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Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

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Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

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Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

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