Ultimate Guide to Call Center Metrics that Matter Most

The success of a call center can often be detected by a few key metrics. Because some benchmarks outweigh others, we’ve created this comprehensive guide to help call center professionals identify where to focus to maximize the value of their data.

Collecting the Data:

Some of these metrics are captured in the actual phone system, others require additional systems or processes to collect data, while others require that you marry up the data from multiple systems to give you a holistic picture.

  • Business Drivers
  • Quality Management
  • Customer and Employee Satisfactions
  • Workforce Management
  • Phone System/ACD

Download the guide for details on key metrics for your call center.