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What are the most important KPIs a senior manager should track to ensure quality from an outsourced call center?
Frequently Asked Questions
Call Center Outsourcing
What are the most important KPIs a senior manager should track to ensure quality from an outsourced call center?
Leaders may monitor First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Handle Time (AHT), Service Level Agreement (SLA) compliance, quality assurance scores, abandonment rates, and escalation rates to gain a comprehensive view of performance. Leaders can also track customer retention, repeat purchase behavior, and complaint trends, which may provide deeper insight into whether outsourced support is strengthening long-term customer relationships.