What Are the Quality Parameters in a Call Center?

Call center quality parameters are derived from standard key performance indicators used by call center management. Common key performance indicators for call center performance include time to answer, call abandon rate, call handling time, first call resolution, transfer rate, idle time and hold time.

Time to answer is the average number of seconds it takes for a caller to reach an agent. This is an overall measure of the call center's service quality that has a direct bearing on the center's abandon rate, which is the number of callers that hang up while on hold.

Call handling time is used as a metric for the call center as a whole and for individual agents. Since calls differ in nature and complexity, agents are judged based on the average time to handle calls during a fixed time period.

First call resolution is the percentage of calls the agents cannot resolve on the first call, and transfer rate is the percentage of calls that agents cannot resolve themselves. Idle time is the time it takes agents to complete tasks related to the call after it is terminated, such as mailing the caller a letter. Hold time is the number of seconds agents keep callers on hold.

The performance of call center agents is also measured by scoring their phone etiquette, knowledge, professionalism and adherence to procedures.