How to Calculate Efficiency Growth in a Call Centre

Calculating and assessing efficiency in a call center requires measuring various metrics such as labour productivity, FCR rate, ACR, call transfer percentage, call completion rate, percentage of repeat calls, on-hold time, and CSAT. These metrics provide valuable insights into call representatives performance, allowing outsourcing companies to identify areas for improvement, enhance customer experience, and optimize operational efficiency. Regular monitoring and analysis of these metrics can drive continuous improvement in call center operations.

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