Best measurable metrics to evaluate a Customer Service Call Center?

Tags:
Call Center metrics
Call Center ROI/TCO
Call Centers
What are the best measurable metrics to use when evaluating a Customer Service Call Center? Thank you very much.

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I would include the following:

-Service Level (SL): it is usually measured as the percentage of inbound calls that are answered within a specified time(for example, 80:20, 80 % of calls answered within the first 20 seconds).
-First Call Resolution (FCR): it is usually defined as the percentage of incoming calls that are handled to completion by the first agent who received the call.
-Call abandon rate (%)
-Average speed-of-answer
-Occupancy

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Discuss This Question: 4  Replies

 
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  • Swapnadayal
    what do you mean my Repeat calls, how can be reduced?
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  • 5555555555555
    are their any special limits for all these statistics, or international standards, and if yes, where can i find them? thanks!
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  • Eliasbeshara
    Im trying to call the GSM service provider and this is my 7th call to there service center spending on hold like 5-8 minutes each call and no one takes the call then the automatice operator says all team members busy then hanged the line :) ????? Im really planning to escalate to Zain Management? is that considered within the standards ?
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  • rpmddp
    Is their an industry standard to  mearse the accuracy of  call volume forecast?  (By Month, Week, Day and 1/2 hour intervals) (+/- 5%)  Currently I am only aware of meeting Service Levels, AHT and it's components, ASA. 80/30, abandon rate.
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