Podcast:
Understanding quality monitoring for the call center
SearchCRM.com
In this brief podcast, hear the definition for quality scores from Lori Bocklund and Steve Suhn of Strategic Contact and learn how they are used for quality monitoring as part of a metrics strategy in the call center.
- Visit the Call Center Metrics School.
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Understanding quality monitoring for the call center
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- Understanding average handle time (AHT) for the call center
- Understanding blocking rate for the call center
- Understanding cost per contact for the call center
- Understanding customer satisfaction as a call center metric
- Measuring forecasted calls against handled calls in the call center
- Using number of calls offered as a call center metric
- Understanding occupancy for the call center
- Understanding call center schedule adherence
- Understanding service level for the call center
- Designing a call center metrics strategy
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25 Mar 2008