{"id":24555,"date":"2020-09-24T13:47:31","date_gmt":"2020-09-24T13:47:31","guid":{"rendered":"https:\/\/www.process.st\/templates\/call-center-metrics-calculation-checklist-template\/"},"modified":"2024-03-13T13:46:00","modified_gmt":"2024-03-13T13:46:00","slug":"call-center-metrics-calculation-checklist-template","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/call-center-metrics-calculation-checklist-template\/","title":{"rendered":"Call Center Metrics Calculation Checklist Template"},"content":{"rendered":"\n
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Introduction to Call Center Metrics Calculation:<\/h2>\n
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Call centers are a delicate operation. You need to balance<\/a> your bottom line, customer expectations, agent needs,<\/strong> and a whole host of metrics<\/strong> from average handling times (AHT)<\/strong> to first call resolution (FCR)<\/strong> and more. <\/p>\n

Pointillist lists a total of 27 essential metrics and KPIs<\/a> call centers should track.<\/p>\n

It'd be easy to get overwhelmed<\/strong> with all those numbers, but a successful call center<\/strong> isn't just about figures. In a report from Microsoft, 97% of consumers<\/a> listed customer service as a vital factor<\/strong> in brand loyalty and buying decisions.<\/p>\n

Focusing too much on calls per hour<\/strong> can negatively impact your customer relationships.<\/strong> On the other hand, only tracking customer satisfaction<\/strong> can cost you in effectiveness and efficiency. <\/strong><\/p>\n

At Process Street,<\/a> we've designed this template to help you prioritize the metrics you need<\/strong> when you need them - and don't worry. There aren't anywhere near 27 of them.<\/p>\n

This checklist concentrates on the 6<\/strong> most important metrics<\/strong> and your forecasting accuracy.<\/strong> When you finish the checklist, you'll even be able to export the results<\/strong> into a spreadsheet, or send them directly to your client!<\/strong><\/p>\n

But what is<\/em> Process Street?<\/h5>\n

Process Street is super-powered checklists.<\/strong> It\u2019s the easiest way to manage your recurring tasks<\/a>, procedures, and workflows.<\/p>\n

Create a checklist template<\/a> and run individual checklists <\/a>for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals<\/a>, assign tasks<\/a>, and track each team member's progress<\/a>.<\/p>\n

You can also connect to thousands of Apps<\/a> through Zapier<\/a> and automate your workflows even more.<\/p>\n <\/div>\n<\/section>\n

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Enter checklist details<\/h2>\n
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First things first: we need to enter some details about this report.<\/strong> We've included the most basic form fields:<\/a> date, short text, and email<\/strong> to get you started. <\/p>\n

Marking specific fields as required<\/strong> means the task can't be completed<\/strong> until information is entered<\/strong> into those fields.<\/p>\n

You can add, delete, and rearrange fields<\/strong> to suit your needs. Learn more about editing templates<\/strong> here.<\/a> <\/p>\n <\/div>\n

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