Call centers have different criteria when evaluating their performance.

These are the most common criteria used by the most important call centers all around the world.

1. Abandon Rate
Abandon rate is the number of calls that hang-up before connecting to an agent. This number does not include those calls that receive a busy signal. Calculation: Abandoned Calls / Total Incoming calls

2. Average Talk Time (ATT) & After Call Work (ACW) & Average Handle Time(AHT)
Average-Talk-Time (ATT) is the average amount of time agents talk to customers. After-Call-Work (ACW) is the average amount of time an agent takes to wrap-up a call. Average Handle Time is the combination of both ATT and ACW. Calculation: Average-Talk-Time + After-Call-Work

3. Adherence & Shrinkage

Adherence is defined as how closely an agent adheres to their schedule. Specifically how much time an agent is "working" compared to their paid time. This is a metric used to analyze individual staff performance. Calculation: (AHT + Available Time*) / (Paid Hours Paid Lunch)
* Available time is defined as the amount of time an agent is ready to take a call.

4. Attendance & Punctuality

Attendance is defined as an agent showing up for work on their scheduled day. Punctuality is defined as an agent showing up on time for their shift as well as being on time after breaks and lunch.

5. Service Level & Average Speed of Answer (ASA)

Service level is usually defined as the percentage of calls answered within a predetermined number of seconds. If your service level target is 80/20, then you are striving to answer 80% of all calls within 20 seconds (or about 5-6 "rings"). The faster an agent answers a customer call, the higher service levels tend to be.

6. First Call Resolution

First Call Resolution (FCR) is a relatively new metric to the contact centre industry. FCR measures the percentage of customer issued calls that are resolved the first time. Calculation: Number of FCR calls / Total Number of Calls

7. Occupancy
Occupancy defines how well staff is scheduled for the call volumes coming into your contact centre. An individuals occupancy rate can also be determined by using the same formula. Calculation: Total Call Time / (Total Call Time + Available Time)

8. Turnover (Attrition)
Turnover (also known as attrition) is a commonly tracked metric in the contact centre industry. There are two types turnover: 1. Voluntary - Staff choosing to leave 2. Involuntary - Staff being asked to leave Turnover measures the number of people who leave your contact centre (as a percentage). Calculation: Number of People to Leave / Number of Positions Turnover can be a positive or a negative. Some turnover due to performance management (terminating a poor performer) is a positive for the contact centre. If good performers leave, you have turnover that would be considered negative in your contact centre. You should also consider whether people are leaving your contact centre for other positions within the company which would be considered good turnover from an organizations perspective.

9. Call Quality
Call Quality is a standard scoring/rating system that contact centres use to determine how well an agent deals with the customers. There are no industry standards for monitoring quality, but there will usually be a list of

criteria that an agent must cover during a call. This includes, but is not limited to, how the agent answers the call, how they navigate the caller to a resolution, and how they end the call. Calculation: Number of Criteria Met / Number of Total Criteria