4 Metrics that determine a Mandarin call center’s success

Call centers use metrics or key performance indicators (KPI) to monitor their operations and measure the efficiency of their employees and equipment. KPIs determine many things in a Mandarin call center, including ratings and numbers about the firm’s overall performance. Most of the time, these numerical metrics only give statistics without truly reflecting the quality of your customer service. This doesn’t mean, however, that they’re unimportant. Some KPIs are just more significant because they have a direct impact on customer satisfaction. Here are four of them: Read more