Top 10 Call Center Metrics for Improving Customer Satisfaction

Call metrics are a great tool to gauge and understand the performance of a call center. Working with the same tools, managers can not only increase the efficiency of their call center but also improve customer experience and satisfaction. Thus, increasing the overall revenue.

 

Following are the 10 metrics discussed in the video:

1. First Call Resolution

 

2. Call Abandonment Rate

 

3. Average Speed of Answer

 

4. Queue Time

 

5. Average Call Handling Time

 

6. Occupancy Rate

 

7. Conversion Rate

 

8. Calls Blocked Percentage

 

9. Cost Per Call

 

10. Customer Satisfaction

 

 

Done