What is Average Handling Time?

Average handle time is a metric for the average duration of one call, typically measured from the customer's beginning of the call and including any hold time, talk time and related tasks that follow the transaction. It is a prime factor when deciding call center staffing levels.

What is Cost Per Call?

Cost per call is a metric  by dividing the total operational costs by the total number of calls for a given period of time but there are also different ways to calculate cost per call. The reason in following cost per call is to recognize the variables that are driving it upwards or downwards, and the impact they have.

What is Average Call Value (Sales and Reservations Only)?

In sales and reservation division average call value is very important. It is calculated by dividing total revenue generated by number of calls. It’s important to create an environment that will lead to increasing the sales by satisfying the customer.

What is Forecast Call-load to Actual?

Over staffing and underestimating calling demand is both a crucial occurrence in a call center it will affect a lot of sectors and components that drives income to the business. Overestimating demand will lead to waste while underestimating will lead tothe ruin of all factor that contribute to good service such as customer satisfaction and service level.