Intelligence Hub: the world’s most robust solution to unify operational contact center and marketing data from multiple sources.
4 of Top 5
12 of Top 20
2 of Top 3
1 of Top 2
2 of Top 5
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations.
When it comes to measuring the success of your customer call center, there’s no shortage of lists telling you which metrics to track. Many of these focus on Average Handle Time, with Case Processing Time close behind. Call Volume is a big one too. In fact, almost every resource out there lists these, along with First Call Resolution, Drop/Abandonment Rate, and Average Time in Queue among the “top ten most important” call center metrics.
Making your customers feel valued and important is a key business differentiator, which in some competitive industries may be the difference between thriving and floundering. Succeeding entails an approach that considers both customer experience and customer service – and no, they are not the same thing.