Why should you measure agent performance in a call center?
Measuring agent performance in a call center is pivotal for ensuring high-quality customer service and operational efficiency. It helps provide insights into the efficiency, quality, and effectiveness of individual agents, helping managers to identify areas for improvement and to acknowledge exceptional performance.
What are the 4 most commonly used KPIs in a call center?
While there are a lot of metrics available to track performance in call centers, most businesses will choose to focus on the most relevant ones for their industry or specific goals. However, the most common KPIs for any call center are: