On a scale of 1-10, with 10 being the best, how would you rate your call center's Performance Metrics?
Would you rank Performance Metrics as one of the top 3 areas needing improvement in your call center?
Which of the following customer satisfaction metrics do you track?
Are you satisfied with your Call Center metrics?
Do you have a formal process for measuring customer satisfaction?
Do you have a formal reward system in place for agents or teams based on Customer Service goals?
Is performance tied to the call center management compensation?
Is the call center penalized for missing performance goals?
Are you satisfied with your Target Abandonment Rate? Benchmark less than 5%
Are you satisfied with your Average Speed of Answer? Benchmark above 28 seconds
Are you satisfied with your Average Call Handle Time? Benchmark less than 4 minutes
Are you satisfied with your Customer Satisfaction Score? Benchmark 86%
Based on your score you could improve on the performance metrics aspect of your call center. We’d love to have a conversation around specific ways you could improve.
Based on your score the performance metrics aspect of your call center is performing above industry standards. Try some of our other quizzes to see if there are any other aspects you need to improve on.