Aligning Performance to Key Indicators

What are some key statistical indicators used to assess performance and identify areas needing improvement?

Speed of answer
– This represents the time it takes for an agent to pick up a call.

Hold time
– This indicates how long customers are kept waiting while the agent seeks resolution to an issue or question.

Call abandonment rate
– This accounts for customers who tire of waiting and disconnect from a call.

Attained service level
– This measures performance according to the particular standards of a call center. Some service levels gauge the number of calls taken in a specified period of time.

Talk time
– This tracks the time spent actively engaged with the client or customer.