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Call Center (Outbound)


Any location within a company where quantities of outgoing calls are handled by people, telephones, and computers.


KPIs in ‘Call Center (Outbound)’

Average talk time of phone calls

Average duration (talk time) of phone calls.
This KPI is most used for:
Operational Excellence

Hitrate

Products sold compared to total sales calls.
This KPI is most used for:
Operational Excellence

Average after call work time

Average after call work time (work done after call has been concluded). Other names used are Avg Wrap-Up time and Avg PCP (Post Call Processing).
This KPI is most used for:
Operational Excellence

Answering %

Number of sales calls answered / total number of sales calls offered.
This KPI is most used for:
Operational Excellence
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