Performance Measurement of a Call Center Company: A Literature Review

Abstract ―​

Performance measurement in the workplace is essential for supervisors and managers to evaluate employee performance against company standards, with techniques tailored to the work environment and roles. In the call center industry, where stress and metrics are high, assessing performance is crucial, focusing on metrics like first call resolution rate and customer satisfaction. Call center efficiency hinges on communication systems and agent competencies, directly impacting customer satisfaction. Soft skills such as flexibility, assertiveness, problem-solving, empathy, and enthusiasm are pivotal for agents in handling diverse customer interactions. As the call center industry grows, enhancing communication skills is paramount to meet evolving consumer expectations.