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North American Quitline Consortium
Call Center Metrics Issue Paper and Technical Assistance Resources Now Available!

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NAQC is pleased to announce the release of our latest Quality Improvement Initiative Issue Paper, Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality. This paper is designed to outline and define the most critical operational, service performance, and efficiency-related call center metrics for establishing and maintaining quitline quality. The purpose of this paper is to create a shared language for quitline stakeholders (callers, funders, and service providers), to understand common call center industry metrics and methodologies and how they apply to the unique operations and objectives of the quitline environment.
view issue paper (PDF 246 KB)
In addition, NAQC has published two technical assistance resources to support the quitline community in its efforts to improve their understanding of, and performance related to, call center quality measures.
Call Center Metrics: Fundamentals of Call Center Staffing and Technologies
This paper is designed to outline the staffing structure of call centers including steps for forecasting workload, staffing for inbound telephone calls, and performance management. Additionally, this paper provides an introduction to the standard technology structure of today’s call center and is intended to complement the content and recommendations found in “Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality.”
view resource (PDF 184KB)
Call Center Metrics: A Glossary of Terms
This glossary includes user-friendly definitions of terms related to call center operations and metrics.
view resource (PDF 68KB)

Thank you to everyone who contributed to these important publications including the members of NAQC’s Advisory Council! Should you have any questions or concerns, please don’t hesitate to contact me via e-mail.
Tamatha Thomas-Haase, MPA
Manager, Training and Program Services 
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