How is performance measured in a call center?
Call center performance measurement varies greatly depending on the industry (financial, reservations, catalogs). Typical standards involve those measurements that may be easily obtained from an automatic call distributor (ACD) e.g., call duration, handling time, post-call wrap up time, and the number of calls handled per unit of time. Other measurements address agent activity and performance. For example, agents may be measured on sales made, surveys conducted or upselling. More centers are now using quality monitoring systems to measure agent performance and quality of service. Qwest Web Contact Center provides access to real time reporting data, enabling call center managers or automated software systems to respond to deviations as soon as they occur.
