According to our poll, over a quarter of contact centres report on more than ten metrics ever month.
However, the greatest percentage of contact centres surveyed measured between 5-9 metrics a month, with 50% doing so.
Poll – “How many contact centre metrics do you report on every month?” – answers
- 1 Metric – 0%
- 2-4 Metrics – 24%
- 5-9 Metrics – 50%
- 10-19 Metrics – 24%
- 20+ Metrics- 2%
Source: Call Centre Helper Webinar: What Is the Best Metric for the Contact Centre Sample size – 100 Date: October 2015
Author: Megan Jones
Published On: 28th Jan 2016 - Last modified: 23rd Sep 2019
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