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Mobilization Tracking Information System MTIS Agency Contact

Mobilization Tracking Information System MTIS Agency Contact

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- Hey, this is Tom with Nextiva. In this video, we're gonna list the top five call center metrics and how they can help you get a well-rounded understanding of your call center performance. Number five, call volume and peak hour traffic. The call volume metric measures all of your inbound and outbound calls from your call center over a given period. Many organizations categorize call volume into total calls handled by an agent and the total calls handled by an automated system. Peak hour traffic is related to the call arrival rate. This metric identifies the specific times of day with higher call volumes. Knowing peak hour traffic helps companies determine the resources to handle this traffic. Number four, CPC or cost per call. CPC refers to the average cost incurred by a call center for each call it handles. This metric shows how much it costs a call center to run its operations. It also gives insight into whether a call center is operating cost efficiently and allocating its resource

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