June 17, 2013, Melbourne, Australia – The KPI Institute, the global authority on Key Performance Indicators (KPIs) research and education announces the launch of a new report in its 2011-2012 edition of its popular Top 25 series of reports. The series is based on research conducted through www.smartKPIs.com, which contains over 20,000 Key Performance Indicator examples, making it the world’s largest source of thoroughly documented KPIs.

Call Center is the industry dealing with receiving and transmitting a large volume of requests or inquiries by telephone. The Inbound Call Center deals with calls initiated by the customer (inbound calls), while an Outbound Call Center refers to calls initiated from the organization to the customer (outbound calls). Indicators in this industry refer to performance aspects regarding call volumes, contact channels, handling customer requests, sales productivity or any other specific operations. (more…)