To maintain a consistent level of service quality, we constantly monitor the performance of our individual call center/contact center representatives via Key Performance Indicators and Metrics. A considerable amount of resources is spent towards training our agents to meet these parameters. These parameters related to call center operations and efficiency are listed here:

• Contacts per hour - Average number of customers a call center agent was able to contact within an hour.
• Leads Conversion Rate - The percentage of leads that actually converted to sales.
• Hourly Sales - The average amount of sales the call center representative was able to close in an hour.
• Daily Sales - The average value of sales the agent was able to close in a day.
• Accuracy

• Real time Q -Metrics
• Calls per hour - The average number of calls the agent is able to take per hour.
• Saves / One-Call Resolutions - The number of times our agents are able to resolve an issue immediately within the first phone call. Colloquially referred to as "one-and-done" calls.
• Average Handle Time - How long it takes for one call to be handled, which includes the call time itself, plus the work done after that call.
• Average Wait Time - How long a caller is put on hold before a call center agent becomes available to take the call.
• Accuracy
• Abandonment Rate - This is the percentage of customers who disconnected before an agent was able to intercept the call.
• Completion Rate - The ratio of successfully finished calls to the number of attempted calls by the customer.