If you operate a call center and want to get an accurate measure of its performance, you’ll need to identify key call center metrics to begin tracking. Choosing the right metrics, however, can be tricky if you don’t already have them in place.
This is why we selected five call center metrics your business can begin tracking today, regardless of your inbound or outbound call volume. These metrics include:
- ◎ Call volume and peak hour traffic
- ◎ Cost per call (CPC)
- ◎ First contact resolution (FCR)
- ◎ Average handle time (AHT)
- ◎ Net promoter score (NPS)
In this video, Tom from Nextiva will discuss the importance of these five metrics and how to begin calculating them.
