Survey of Discovery for the Call Center Industry - Remote. 4

Please enter your most commonly used KPI (Key Performance Indicators) for your call center in the box below..

  1. Sales - £s, conversion rate, telephony talk-time %, QA
  2. ASA AHT Abandon Rate Cost per Call Service Level
  3. ASA, Service level, SPH, LPH, RPC, CPC, ATT, Abandon rate, c-stat
  4. Seated time Idle time + Talk time / Scheduled time to be on phone. Scheduled time is the time paid minus the time that has been approved to be off phone as in "Approved Shrinkage" (break time, training time, feedback session...)
  5. CSAT, AHT, FCR, Transfers, Sales.
  6. abandon rate transfers per hour sales per hour first call resolution