This survey spotlights what are the call center performance measures that are watched most closely in managing a call center. These are most commonly referred to as Key Performance Indicators or KPI's.

Possible Choices	Respondent Selection
a) Service levels	17%
b) Abandon rates	19%
c) Average time in queue	16%
d) Cost per call	11%
e) Cost per full-time equivalent	2%
f) Calls per agent per shift	12%
g) Percent of calls blocked	4%
h) Percent of calls handled on the first call	12%
i) Other	7%

The results of this One-Minute Survey^tm are the exclusive property of BenchmarkPortal, Inc.  Any commercial use, or reprint of these results is strictly forbidden without the prior written approval of the Public Relations Department at BenchmarkPortal.