training material on performance indicators in call centers – material drive


You will be able to identify, define and link performance metrics with the key performance indicators identified for the call centers, identify the structure and position of the call centers within the overall framework of the business model and its key technologies. You will also learn the terminology used in the field of indicators and performance calculation equations and best practices that will pave the way for achieving your goals. The course includes a number of examples that show how to measure the quality of calls and the quality and productivity indicators of the contact person. Explore key indicators related to measuring the performance of supervisors and managers and identify the basis for benchmarking.

What Will I Learn?

  • Call Centre KPIs | Agent Track
  • Inbound Call Journey
  • Internal Metrics
  • Customer Experience
  • Call Center Components Architecture
  • Organization's Vision
  • Adherence Challenge

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