For-Profit Non-Profit Team Performance  Incoming calls  Offered calls  Answered calls  Abandonment rate  Average speed to answer  Average handle time  Service level attainment  Average caller abandonment time  Quality Assurance Scores (Monthly, Weekly, Daily, Hourly) Team Performance  Offered calls  Answered calls  Abandonment rate  Average speed to answer  Average handle time  2.5% user follow-up (Monthly) Key Performance Indicators / Metric Tracking