Call Center (Outbound)

% of cross-sell/up-sell opportunities

% of phone calls adherence to script

Agent adherence to schedule %

Agent attendance %

Agent utilization

Agents FTEs as % of total call center FTEs

Answering %

Average after call work time

Average number of times call agents are monitored

Average talk time of phone calls

Average wrap-up time

Contacts per agent

Cost per minute of handle time

Hitrate

Maximum call length

Outbound Calls Per Hour

Phone occupancy rate

Total Calling Time