2. The Importance of
Close Monitoring:
Maintaining Quality
Through Analytics

3. Long-Term Quality is always a challenge, perhaps even more so in call
centres, as call centres are environments of constant change.
Even in an environment full of variables one can home in on the metrics that
matter to closely follow developments.
• Call centre metrics that matter for long-term efficiency
• Cost per call/Revenue per call
• Customer Satisfaction (from surveys)
• Recruitment cost
• Training cost per new agent
The Importance of Close Monitoring:
Maintaining Quality Through Analytics

4. • Customer retention/Repeat Customer percentage
• Overheads/Depreciation costs per desk
• IT costs /Management/Supervisory costs per agent
• Data Storage costs (required for monitoring – recorded calls)
• Redundancy/Recruitment costs due to fluctuations in demand
• Regular appraisal cost per agent
• Any other industry specific cost you can predict and measure
Does this list add up? Consider Nearshoring. Consider Centrecom.
The Importance of Close Monitoring:
Maintaining Quality Through Analytics