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Call Center Metrics

Many people think that working in the call center industry is like a dream come true. Most of them are under the impression that the job is so easy – you will just sit back, and answer every call that will come in. Also, the job pays much, higher than the usual salary of a regular employee, not to mention the incentives and perks that you will receive for a job well done.

However, what these most people didn’t know is that call center jobs are not as easy as they think. Sure, you get to answer calls for the entire eight hours of your shift, but that’s not the only thing you do. There are factors which need to be graded and gauged in order for you to keep your job as a specialist.

Attendance. This is one of the easiest and most attainable metric, because all you need to do is come right on time. You are actually expected to come to work earlier than your schedule, because you have to ready yourself and the tools you will need to take calls. Besides, this is the basic requirement that any job would expect from an employee.

AHT (Average Handling Time). This is the length of each call you take. Normally, the AHT for inbound calls (those who take and receive calls) is no more than four to six minutes maximum. By the end of the day, you have to make sure that your handling time averages in the number of minutes required by the management. In some companies, failure to do so in three consecutive months may result to termination.

QA (Quality Assurance). Not only you have to take calls, answer them and address your customer’s concern as fast as you can, but also as efficient as you can. Quality assurance is where your calls are being recorded, graded and calibrated to see if you are telling the right things to the customers and you are in line with the company’s standard operating procedures. Failure in these QA sessions for two to three consecutive months may lead to termination in some companies.

Productivity. This is the number of hours that you actually spend taking calls. Take off the lunch break, coffee breaks and restroom breaks in between, that’s how many hours you are expected to be on the phone talking to the customer. Failure to meet the indicated number of hours, for some companies may lead to termination.

These are just the basic metrics that you need to meet, or client expectations that you are required to do so. Remember, no job is ever easy.

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