In this brief podcast, learn why measuring the number of calls offered is an important metric for the call center. Learn the definition of this metric and how to measure it from Lori Bocklund and Steve Suhn of Strategic Contact.
-
Visit the Call Center Metrics School.
Play now:
Download for later:
Using number of calls offered as a call center metric
• Internet Explorer: Right Click > Save Target As
• Firefox: Right Click > Save Link AsRelated podcasts on call center metrics - 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
- Understanding occupancy for the call center
- Understanding quality monitoring for the call center
- Understanding call center schedule adherence
- Understanding service level for the call center
- Designing a call center metrics strategy
This was first published in March 2008