Need help with Call Center metrics

Tags:
Call Center metrics
Call Center ROI/TCO
Call Centers
We are a small call center of 28. We can be failing our MSI goal of 80%, but only have an occupancy rate of 70% or below. Shouldn't we be at 100% occupancy if we are missing MSI? Does someone in an AUX state effect our Occupancy rate? Our hours of operation are 8am-5pm. Thank you.

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  • carlosdl
    I'm not sure about the MSI metric, could you please explain what it is supposed to measure ? Understanding this may help me understand the whole picture, and maybe enable me to give some useful response. Thanks,
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  • laurenhoyt
    Hi there, You can find detailed information about call center metrics -- including the top 10 most important metrics and how to measure them -- in the Call Center Metrics School on SearchCRM.com. Enjoy -- and please let me know if there is anything you'd like us to add to the school. Thanks, Lauren Editor, SearchCRM.com
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