Call centers provide vital customer service, and hence it is important to be able to monitor their performance. In this article the use of key performance indicators to do this management is discussed.
Call centers are customer service centers that receive and transmit multiple requests by telephone (and also usually by email and other online channels). These were originally introduced as extensions of telecommunications services especially for large companies with customer support needs. They provide an effective, streamlined way of providing consumers with customer and/or technical support. Many companies, including telemarketing companies, mail-order companies, and even computer dealers use call centers to provide customer support.