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Call Centre Measurement criteria

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04-23-2002, 02:30 AM

Arun Chaudhry Arun Chaudhry is offline

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Join Date: Apr 2002

Location: New Delhi, India

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Call Centre Measurement criteria

I am handling a call centre of 100 stations, for the last couple of years we were pegging our performance measurement criterias as call handling time, service level, quality audits,complaint resolution etc. We have reached a fairly high level of achievement at all fronts and we now want to move it to a hygiene factor. So we are looking at some new ways to measure our customer care performance. Would really appreciate if some views could be shared urgently.

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Arun Chaudhry

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