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Discover the top five call center performance management terms here. Start with these important
call center definitions, and for more detailed information, visit SearchCRM.com's Call
Center Performance Management Learning Guide.
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Table of Contents
Top five call center performance management
buzzwords
1. Key performance indicator
2. Average handle time
3. Occupancy
4. First call resolution
5. Service level management
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Top five call center performance
management buzzwords
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| More on call center performance management |
| Call center agents and managers, test yourself on improving performance and learn
about the call
center performance management software trend in this quiz. |
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Key
performance indicator (KPI) is a business metric used to evaluate factors that are crucial
to the success of an organization. KPIs differ per organization. KPIs are above all else, a set of
indicators to measure data against, a sort of enterprise success gauge. Ultimately, they help an
organization assess progress toward declared goals. Find out about using KPIs in the call center in
this expert answer: Quality
metrics for the call center from Lori Bocklund.
Average
handle time (AHT) is a call center metric for the average duration of one transaction,
typically measured from the customer's initiation of the call and including any hold time, talk
time and related tasks that follow the transaction. AHT is a prime factor when deciding call center
staffing levels. Find out more on average handle time in the call center with this expert answer:
Quick
tricks for lowering call center agents' average handle time from Lori Bocklund.
Occupancy
is the percentage of time that call center agents actually spend handling incoming calls against
the available or idle time, which is determined by dividing workload hours by staff hours.
Occupancy is often used as a statistic in calculating call center productivity. Get more detail on
occupancy with this expert answer: Call
center terms -- attrition, utilization, occupancy, shrinkage from Lori Bocklund.
First
call resolution (FCR) is properly addressing the customer's need the first time they call,
thereby eliminating the need for the customer to follow up with a second call. Talk time (the
average time an agent spends on each call) is a common call center performance metric. In general,
fast talk time averages are desirable. However, fast talk time averages accompanied by poor first
call resolution rates are a sign that customer calls are not being answered satisfactorily. Read
about practical methods of finding FCR in this expert answer: Tips
for calculating first call resolution (FCR) in the call center from Lori Bocklund.
Service
level management is the monitoring and management of the quality of service of an entity's
KPIs. Service level management involves comparing actual performance with pre-defined expectations,
determining appropriate actions, and producing meaningful reports. A service level agreement (SLA)
enables an organization to be assured of a defined amount of stability, reliability, and
performance for the IT infrastructure. Find out more on SLAs in this expert answer: Targets
for a service level agreement in an inbound call center from Lori Bocklund.
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