Call center metrics - what's important? | Performance Management Blog

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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Call center metrics - what's important?

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There are many call center metrics you can track, so the key question is often: What is really important for my call center? We have compiled a list of call center metrics that are usually used to measure performance. But before you select the metrics, you should first establish the overall goals and objectives for your specific business and call center operations. There are a couple of strategic goals and objectives that might apply to your call center:

  • Contribute to profitability of your business
  • Deliver services at lowest possible costs
  • Maximize revenues 
  • Continuously improve customer experience and satisfaction
  • Optimize the management of your workforce

Often, it is a combination of several goals, but it is important to rank those based on importance for your business. In the next blog posting, we will list 10 key metrics that you you might use to measure performance based on your prioritization - please stay tuned.

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