Call Center Metrics

Zinnov's blog has an informative posting if you're somewhat new to call center metrics. (I am, so I found it interesting.) Analytics consultant Vipul Gupta shares some of the "critical metrics" that call centers track:

• Adherence
• After Call work Time
• Average Abandonment time
• Average Handle Time
• Average Hold Time
• Average Queue Time
• Average Speed of Answer
• Average Talk Time
• Occupancy
• Abandon Rate
• Percent Blocked Calls
• First Call Resolution
• Percent of Calls Transferred
• Percent Offered Calls Answered
• Service level
• Total Calls Offered

Wondering what some of these metrics are? Then read the white paper that's referenced at the end of the post. You'll find explanations for each.