This occurs whenever all of the trunks

This occurs whenever all of the trunks, or the customer service representatives, are currently occupied, thus, they cannot accommodate any more calls. Clearly, call centers should measure this, so that they can come up with certain Miu Miu Sunglassesmeasures to avoid having to deal with blockage. Customer satisfaction is at stake here.Another metric that should deserve mention is abandon rate. This is still related to blockage, only that the customers are still able to contact the call center; however, because the reps are still occupied with other calls, then the customers end up abandoning their calls.

 This is still detrimental to customer satisfaction, as well as to retention and revenue. But for call centers that cater to email services, abandon rate would not be a relevant metric here. Emails are not really discarded, should they not receive prompt response.One of the most important metrics that should make the call center scorecard is service level. This pertains to the rate of calls that are answered within a specific wait threshold. This metric is very important, since this can be used in measuring the call center’s speed of Burberry Sunglasses, answer.These are just some of the metrics that should be included in the call center outsourcing scorecard. The important thing to remember is to choose metrics that are relevant to your purpose. Employing many metrics would only defeat the purpose, as this can make analysis and interpretation rather confusing