Contact Center: Measure Effectiveness by Sales, Not Calls, Per Hour

When evaluating your contact center staff, you’ll likely want to establish a performance standard, but what standard works best? In an NCOF session last week, Tim Holody, chief operating officer with jewelry cataloger Seta Corp. (Palm Beach Jewelry), made a case for catalogers to get away from old measurements of calls per hour in the call center. Instead, he suggested that call centers adopt a sales revenue per hour metric.