Reducing Costs in the Contact Center, Part 1 of 2

2. Review your metrics. Begin by reviewing your key performance indicators and how performance measures up against your standards and plans. The major metrics include contacts per hour; service level; abandon rate; attrition/turnover rate; call-handle time; talk time; after-call work time; contact-to-order ratio; transaction volumes for Internet, phone and mail; non-phone volumes and others. How accurate were marketing’s projections and your projections for calls?