Gartner Research

Key Metrics and Business Outcomes for Customer Management Contact Center BPO

Published: 06 May 2015

ID: G00261782

Analyst(s): TJ Singh


Buyers of customer management contact center BPO contracts need a comprehensive approach to achieve their business goals and improve customer experience; they must also align key metrics with intended outcomes. Sourcing managers should use a multimetric assessment on their services.

Table Of Contents
  • Key Challenges



  • Key Customer Management Contact Center Business Process Services Metrics by Process or Function
    • Average Speed of Answer
    • First Call/Contact Resolution
    • Average Handle Time
    • Customer Satisfaction Score
    • Net Promoter Score
    • Other Relevant Metrics

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