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Glossary

What is Internal Metrics?

Internal metrics are approaches adopted and implemented to measure the efficiency of inbound or outbound call centers. Typically, a call center operates in a nerve-wracking environment where managers need to manage numerous things including that each and every call is answered efficiently and also ensure high level of customer services and customer satisfaction. To do this effectively, they use latest internal metrics and Key Performance Indicators (KPIs) such as service level, call volume and first call resolution rates. When it comes to internal metrics, there are no set industry standards that businesses have to abide by; therefore, organizations employs the suited metrics varies for their businesses.

Some of the popular call center metrics are:

Average Handle Time (AHT): AHT is used to describe the total average time that a customer service representative spends on talking on the phone and doing the post call work regarding the attended call.

Blocking Rate: Blocking rate refers to the percentage of calls received that are not allowed into the system. It is a significant metric taken into account by call center managers.

Cost per Contact: It is a term to describe the addition of all costs related to answering a call or managing a contract divided by the total number of calls or contacts. It is a common metric used extensively across various industries.

Customer Satisfaction (CSAT): It is measure of the overall reception and satisfaction of the interaction, product or service.

Forecasted Calls vs. Actual Calls: Accurately forecasting the number of calls is imperative for call centers. It is a primary element for determining the actual amount of resources required. It is expressed as a percentage of the difference between the number of calls forecasted and the number of call actually received.

Number of Calls Offered: This refers to the total number of calls offered to a queue. It is a significant metric that helps BPO managers determine the resources and employees required to handle the queue.

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