Evaluations, Call and Contact Center

What are call center evaluations? Definition and meaning

Call center evaluations refer to the KPIs and metrics used to determine the health, productivity, and success of a call center. Call center managers utilize a variety of strategies and tools to perform call center evaluations.These include agent scorecards, sentiment analysis, dashboards, omnichannel reporting, CSAT surveys, and more. 

Typical call center evaluations include: 

  • Average call handle time
  • Average call abandonment rate
  • Average hold time
  • First call resolution 
  • Customer satisfaction score
  • Service level
  • Agent occupancy rate
  • Average after-call work time.

More Call Center Evaluation Resources:

Reduce Risk With Quality Scorecards

Understand in detail your team’s customer service delivery and adherence to compliance standards—and be promptly alerted to risk.

Call Center Wallboard Monitoring Software | LiveVox Wallboards

Create a command center on the agent floor with LiveVox’s Wallboards and project your real-time activity on big screens in the office. 

How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools

To be successful, contact centers need a robust, integrated platform that can generate essential metrics reports. In addition, when metrics change in response to a shift in the business such as a product launch, staff change, or marketing campaign, managers must interpret the data to find what’s not working. 

5 Tips for Live & Recorded Call Calibration

Call calibration is an important strategy to ensure managers, supervisors and QA teams are able to effectively evaluate agent performance and improve customer service.To continue the metaphor from above, call calibration makes sure everyone is using the same tape measure when conducting quality assurance. 

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.