Quality Analysis Metrics

Six Sigma – iSixSigma Forums Operations Call Centers Quality Analysis Metrics

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    We have recently completed with my team all call centre metrics that do matter! …..forecast calls (via wfm tool), abandoned call rate, scorecard measuring agents’ productivity, FCR, cost per call etc.

    However, we’re trying now to investigate any new opportunities we might have through quality monitoring and analysis to drive call centre’s effectiveness to its max. limit!

    Has anybody got any suggestions of what we could possibly use? We have a lot of information and data in our hands, but I’m thinking that we are not using it as efficiently enough as we could.

    Thanks in advance for any suggestions



    First you need to decide on your objective. I could give you a speedometer, but if you’re trying to hit a bullseye that metric certainly isn’t going to provide you much help. What does call center effectiveness mean to your organization?

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