Description
KPIs are indicators to measure the performance of a Contact Centre and a crucial factor to understand whether the performance of the Contact Centre is meeting the expected goals. The more detailed the measurement of KPIs, the better the Contact Centre will function.
For Outbound interactions, there must be a careful management between the metrics of Contact Centres combined with the main performance indicators. The choice of which metrics would be monitored must be part of the strategy defi¬ned for the success of Outbound calls.
