Call Center KPI Encyclopedia

KPI Encyclopedia

Call Center KPI Encyclopedia

This document defines over 150 Call Center Department KPIs, including metric definitions for Training & Coaching, Technical Support, Call Processing & Issue Resolution and more. These KPIs are further categorized into seven major groups: cost, productivity, revenue, organizational, quality, service and volume. Purchase this document today to identify and begin measuring the right Call Center metrics.

How many metric, or KPI definitions, are included in this download? For which areas?

This reference-style document includes over 150 call center KPI, or metric, definitions. The following common call center sub-functions are covered in this KPI Encyclopedia:

  • Call Centers (Department-wide)
  • Call Center Technical Support
  • Call Center Training & Coaching
  • Call Processing & Issue Resolution
  • IVR/VRU Development & Maintenance
  • Workforce Management
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