Call Center Math
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by Chief Marketer Staff
It’s so easy to track success at a customer service call center. All you have to measure are the number of calls, how quickly they’re handled, and whether queries are resolved without input from a manager, right?
Wrong. Metrics like average handle time are not the most important ones, and they might even result in callers receiving shoddy service, said Jodie Monger, president of Customer Relationship Metrics, a research consultancy in Sterling, VA.
So just how do you measure call center ROI?
Monger offered the following equation.
This formula is based on the assumption that call centers survey customers about their satisfaction with telemarketing calls. On a 10-point scale, callers who rate their experiences with a 9 or 10 are categorized as
