We take a deeper dive into the call center metrics that you need to be looking at daily and intraday to have the most efficient call center possible!
We break down:
Service Level
Average Handle Time
Average Speed of Answer
Occupancy
Abandonment Rate
ACW/Wrap Time
Average Time in Queue
We show why these metrics are so important in benchmarking efficiency in your call center
Blog Post Link:
https://expiviausa.com/call-center-metrics-101/
The "Advice from a Call Center Geek!" podcast is sponsored by Expivia Interaction Marketing, a leader in USA call center/customer service outsourcing. Check Expivia out at www.expiviausa.com
Text me: 814.247.0366
Follow me: @tlaird_expivia
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If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
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Watch us: Advice from a Call Center Geek Youtube Channel