Metric,Definition,Measured by,Reported,Target (to agree),Remedy if missed (to agree)
Service level,Share of contacts answered within the agreed time,Telephony or helpdesk report,Daily,,
Average speed of answer,Average wait before a person answers,Telephony report,Daily,,
Abandonment rate,Share of contacts dropped before being answered,Telephony report,Daily,,
First contact resolution,Share of issues solved without a repeat contact,CRM or helpdesk report,Weekly,,
Customer satisfaction,Average post-contact survey result,Survey tool,Weekly,,
Quality score,Average score on the agreed QA scorecard,QA audit sample,Weekly,,
Average handle time,"Talk, hold and wrap time; track it, as a hard target can hurt quality",Telephony report,Weekly,,
Processing accuracy,Share of records or files passing audit (back-office),QA audit sample,Weekly,,
Turnaround time,Time from receipt to completion (back-office),Workflow report,Daily,,
Speed to lead,Time from new lead to first call attempt (sales),CRM report,Daily,,
Security incident notice,Time from discovering an incident to telling the client,Incident log,Per incident,,
Template from https://www.infusionbi.com/outsourcing-templates - a starting point and not legal advice,,,,,