This document discusses key metrics and attributes for effective call center executives. It outlines 10 important call center metrics including service level, first call resolution, customer satisfaction scores, average handling times, call abandonment rates, and quality evaluation scores. It then lists attributes of effective call center agents such as decisiveness, proactivity, active listening, and emotional intelligence. Common and fatal barriers to active listening are explained. The document concludes with quick tips for call center effectiveness such as listening well, going the extra mile, improvising, maintaining positivity, and enjoying your work.

1. SYED WAQAS
QUALITY CONTROL
Attributes of an effective
Call Center Executive
1

2. Call Center
a center point for customers to
call when in need of assistance
Contact Center
supports interaction with customers
over a variety of media, including but
not necessarily limited to telephony,
e-mail and internet chat
2

3. 3
Every metric has a value that expires quickly if not properly placed
in front of the right audience at the right time in the right way
Call Center Metrics

4. 4
> 90 %
Service Level
Recognition impact speed has on the
quality of the interaction

5. 5
60 - 70 %
First Call Resolution FCR
• Driver of customer satisfaction
• Measure of agent
effectiveness

6. 6
NPS
> 90 %
Customer Satisfaction
• Greater focus on extremes
• Surveys
• Voice of Customers

7. Average
Handling
Time
Average Talk Time 90 - 180 secs
Average Hold Time 15 - 30 secs
After Call Work
10 - 60 secs
• Indicators of coaching and training needs
7

8. 8
After
Threshold
Before
Threshold
Call Abandonment
• Measure how many callers hang up or disconnect
before they can be connected to one of your agents.

9. 9
5 – 10%%
Shrinkage
Measure of overall productivity
Percentage of paid hours spent in activities other
than work states

10. 10
90 - 95 %
Quality Evaluation Scores
•
•
•
•
Indicator of individual agent & overall quality
Typically a measure of compliance
Used to track & align internal perceptions of
customer satisfaction

11. Attributes of a call center agent?
 Decisiveness
 Pro-Activeness
 Read
between the lines
 Active Listening
 Natural Speaker
 Multicultural Awareness
 High Emotional Quotient
 Craving for Customer Satisfaction
 Business Writing skills *
 Customer Service Etiquettes*
11

12. Common Barriers to Active
Listening
 Lack
of Focus
 Attractiveness
 Boredom
 Inability to Empathize
 Sympathizing rather than Empathizing
 Preconceptions
 Preoccupied
 Closed Mind
 Judgmental
12

13. Fatal Barriers Active Listening
 Sudden
Change in Topic
 Selective Listening
 Daydreaming
 Advising
 I am paid to Talk!
13

14. 14
Calibrate
Go the Extra-Mile
Improvise!
Positivity
Listen, Listen, Listen
Quick Tips for Call Center Effectiveness

15. THANK YOU
SYED WAQAS
QUALITY CONTROL
15
"You are serving a customer,
Not a life sentence 
Learn how to enjoy your work”