I am looking for a set of measures for 211 call centers. For example,
% of abandoned calls and so on. The measures could also be from
private call centers, not 211. I am looking for four types of
measures: financial, customer, employees and environment. Perhaps 5-10
measures in each category?

If you can find for me phone numbers and names of the people to talk
to in organizations that are reporting these measures, I will give a
tip.

I am not looking for general, broad brush information or theory about
performance measures and 211 or call centers.

Not sure if I have this in the right categories. Thanks very much for your help.

As I am currently trapped in a cube at a government contractor call
center, I will tell you that 80% of performance measures for
individual employees are based on Call Handle time. 4-5 minutes is
considered acceptable. The other 20% is accuracy and schedule
adherence. Let me know if I can be of other help.

Besides performance measures for individuals, what are the measures
for the organization? And, what kind of call center are you at? I am
curious, thanks for writing.

I worked in marketing at a Canadian celluar company to improve the
quality of our call centre.  In addition to handle time (most
important to the company).  We, as marketing were interested in what
they sold.

Therefore, it was important to understand the profitability of each
product to ensure we were incenting staff to sell what was right for
the customer.

A few measurement we used were:
Revenue per customer
Product sales (different products allotted different points depending
on cost of product and difficulty of sale e.g. call diplay/waiting
were easy sales, voice internet was not)
Product churn rate (how long did a customer hold a product)
call duration
Different times of the year, internal campaign would be run to promote
the sale of certain products.

Don't have too many metrics.  The more you have, the more difficult it
will be for call centre employees to focus on improving the key
drivers.  Focus on 5-10 max.

I hope some of this helps.