As others here listed but adherence includes toilet breaks only during scheduled breaks but it’s usually not a problem because they don’t allow you time between calls to drink anything anyway.
Personally, I contributed to an £11M annual target for Nortel products in my final year at BT
Answered - Pre Sales Technical Consultant (Former Employee) - Greater London
Average talk time: How long it takes you to deal with a customer
Wrap: Time between calls
Repeats: The Main one, if a customer calls back within a week it looks bad on you
Adherence: If you was sticking to your shift pattern.
Answered - Technical Support Advisor | Plusnet (Former Employee) - Sheffield
Adherence - ensuring you're there on time, go for your breaks when they are scheduled and leave on time. You have a daily scheduled rota to stick to.
Call handling time - how long your calls take. Not too short so that they have to ring again but not too long that it interrupts other customers.
Answered - Customer Service/Care Advisor (Former Employee) - Exeter
It depends what campaign you are on it's nothing out of your reach though BT promote sales through service it's not about the hard sell.