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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)’
tagged with ‘phone’

Average talk time of phone calls

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

Agent utilization

The amount of time agents spend on calls versus other internal tasks, expressed as a percentage of available time.
This KPI is most used for:
Operational Excellence

Average wrap-up time

The amount of time, after the call is completed, the agent needs to complete administrative tasks related to the call.
This KPI is most used for:
Operational Excellence

% of phone calls adherence to script

Number of phone calls that were conducted based on a script relative to the total number of phone calls.
This KPI is most used for:
Operational Excellence
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