A call center best management practice must have certain things in place in order to get a detailed and comprehensive overview of all of the data, which would enable one to gain an accurate measurement of the effectiveness of it’s performance.





In many cases, this would almost insure the need to implement some sort of software program, which would record, sort and analyze all data from incoming and outgoing calls.  There are a number of good software programs out now that can perform the various functions necessary to give detailed accounts or reports of all call center activity, some both monitoring calls as well as recording all call center activity.

Some of the many aspects of activity within an organization may include some or all of the following:

•    the mean conversation time
•    average Talk Time (ATT)
•    the time of delay a caller may experience waiting while queuing
•    the mean dealing time
•    average Handling Time (AHT)
•    the number of calls (%) answered within the limited period
•    service Level (SL%)
•    the number of calls per hour the operator handles
•    the number of calls (%) with the customer’s problem completely resolved

There are a number of excellent and reliable technologies in the market today which can easily account for all of the metrics inherent in any call center’s performance.  No matter what kind of training a management team may employ within a customer service or call center, these call logging, call tracking, call accounting and call monitoring and/or recording software packages will undoubtedly lead to increased effectiveness in achieving the highest level of quality customer service and employee efficiency as well as eliminating toll fraud and time wasted with unproductive calls being made.