What are key performance measurements (KPIs) in a call center?
A significant amount of information is required to effectively manage a call center. We need, for example, data on caller needs and expectations, the queue and caller tolerance, the load on the system, agent activities and performance, call patterns, cost components, the activities of other parts of the organization and conditions in the external environment. But we must also be able climb above the detail and assess overall performance, without the need to review dozens of reports. The question is, what measures can adequately summarize the numerous activities of a call center? While any measure by itself has the potential to mislead, the ten reports summarized below generally give a good synopsis of the call center’s performance when they are interpreted together.
