Key Performance Indicators
Performance Management of an organisation is a systematic approach to measure, monitor and act upon a set of Key Performance Indicators (KPIs) that reflect the overall well-being of that organisation. We believe that every Contact Centre should have its own set of KPI measures that it uses to track and manage it’s own performance.
KPI measures
There are four primary types of call centre measures:
- Financial - costs of operation, costs per call etc.
- Efficiency - measures are quantitative, measuring the speed and productivity of the centre and tell management how efficiently the centre is processing call volume. Efficiency measures include average speed of answer, percentage call abandoned and calls per agent per day.
- Effectiveness - measures are qualitative, measuring how well the centre is addressing the needs of the customers calling into the centre; they tell management what type of customer experience the centre is creating. Effectiveness measures include customer satisfaction, ‘one & done’ call handling, accuracy of data input, complaints as percentage of calls
- Customer related - these measures include elements of effectiveness as they will aim to measure the value of the service that a customer is receiving . Measures include call quality, one and done, time to answer, service level, abandoned calls, mystery shopping, customer surveys.
Reporting tools
Performance management reporting tools have a role to play in providing standard reports that are produced to review daily, weekly, monthly, quarterly and annual performance.
These reports should be produced automatically from the IT sources and combined into a single report so making it easier for the Team Leaders and Managers to use the information. Perfromance Management reporting tools help you to make sense of the systems data that a call centre produces automatically populating relevant data into the Centre's balanced scorecard so that the Centre Manager is fully aware of the overall performance of their operation.
