Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.

Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck

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