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Call Center Metrics and KPIs: How to Measure Call Center Performance

TeleDirect

Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. At TeleDirect, we’ve been working in the call center outsourcing industry for two decades. We’re experts—and today, we’ve written you a primer on call center performance metrics.

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The Manager’s Guide to Call Center Service Levels

Fonolo

Whatever the story is, clearly we need to approach this “standard” with skepticism. TIP: A great way to reduce — or even eliminate — abandoned calls is to replace hold times with a call-back solution!

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How Call Center KPI Benchmarks Reflect Your Brand

Calltools

This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Monitoring key performance indicators (KPI) helps your managers pinpoint the areas that need improvement.

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Why an 80/20 Service Level is Wrong for Your Call Center

Fonolo

Whatever the story is, clearly we need to approach this “standard” with skepticism. Handpicked related content: The Golden Rules of Call Center SLAs. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. Here’s a great case study on a company that reduced abandonment rate: First Service Credit Union.