Key Metrics to Include In the SOW Related Articles Call Center Metrics: Examples, Tips & Best Practices What to Include on Your QA Call Monitoring Form How to Use Inbound Call Centre Metrics to Drive Performance What to Include in a Business Case for New Technology © Kenishirotie - Adobe Stock - 406580584 711 Filed under - Forum, Metrics Key Metrics to Include In the Statement of Work When Hiring A 3rd Party Call Centre Hello Everyone, My company is looking to inboard a 3rd Party Call Centre to handle peak periods. I have already worked with a few 3rd Party Call Centres and include the following metrics: Occupancy rate of 85% or more SLA target Time to ramp up or ramp down agents if actual volumes do not meet foretasted volumes. What are other KEY one that should be included in the SOW in order to hold the 3rd party accountable and ensure that we are not being over billed for idle agents. Question asked by sahara10 Measure Outcomes Not Occupancy You need to more outcomes measures. It you are worried about efficiency measure total talk time, not occupancy. Lower occupancy rates may be better if you can improve quality scores. I would include some metrics about minimum quality scores or minimum customer satisfaction rates or something around First Contact Resolution / Repeat Contact Rates. If you only measure efficiency the customer will suffer. With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 14th Apr 2022 Read more about - Forum, Metrics Recommended Articles Call Center Metrics: Examples, Tips & Best Practices What to Include on Your QA Call Monitoring Form How to Use Inbound Call Centre Metrics to Drive Performance What to Include in a Business Case for New Technology Related Reports eBook: Measure What Matters - Contact Centre Efficiency Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter