Performance Metrics

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Companies prioritising performance management are 4.2× more likely to financially outperform industry peers.

1. What is Performance Metricc?

‍Performance metrics are measurable indicators used to evaluate how effectively an individual, team, or organization achieves its goals. They help assess productivity, efficiency, and business outcomes across operations, sales, and customer experience.‍

2. What are examples of Performance Metrics?

‍Examples include customer satisfaction score (CSAT), net promoter score (NPS), conversion rate, average handling time, and revenue growth. In contact centers, Convin helps track agent performance metrics like call quality, compliance rate, and coaching effectiveness.

3. Is KPI a Performance Metric?

‍Yes. A Key Performance Indicator (KPI) is a specific type of performance metric focused on strategic goals. While all KPIs are performance metrics, not all metrics qualify as KPIs since some only track operational data.

4. What is the best Performance Metric?

The best performance metric depends on business objectives. For customer-facing teams, metrics like customer satisfaction or first-call resolution work best. Convin enables businesses to identify and track the most relevant performance metrics through AI-driven dashboards and reports.

See how Convin helps teams turn performance metrics into measurable CX growth