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According to The International Customer Management Institute (ICMI,) the top performing call centers and experts in the call center industry, there are seven key metrics every call center should be using to measure their efficiency and customer satisfaction. While a few of these metrics focus on the quantity of calls, complete emphasis should not be placed on quantity alone. Too much focus on the quantity of calls will eventually result in a loss of call quality. Instead, the focus should be a balancing act between the quantity and the quality of the calls.
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