What are call center metrics?
Call center metrics are used to measure the operational growth of a call center or the phone channel in a contact center. Operational growth, in turn, is a key driver of financial growth for all businesses. This makes performance reporting using these metrics all the more crucial to successful management of both inbound and outbound call centers!
Call center metrics help in laying down straightforward and, more importantly, measurable goals for your agents and your operations. You can map each metric to one or more aspects in a call center — it could be the quality of customer experience you offer or the operational efficiency of your call center software. However, like in all domains, there is a huge list to choose from. Here is a glossary of the most important call center metrics and their definitions to help you get started.