Setting & achieving call centre KPIs

Sept 16-17, 2012 – Dubai, UAE

Setting & Achieving Call Centre KPIs

Key Performance Indicators (KPIs) are high level indicators of call centre performance and a recent 200 call centre survey by ICMI determined that eight particular performance measurements were each considered to be a KPI at the organizational level by at least half of the survey respondents.

A closer look at the list reveals that whilst several such as service level and average speed of answer are derived from quantitative sources, others are measured through the interpretation of peripheral performance data – in other words they may involve subjective measures, and as such will be gauged differently by different people and processes within a particular call centre.

The challenge of managers therefore becomes one of not only choosing the most appropriate KPI’s for ongoing performance refinement in the call centre, (whilst ensuring the validity of the KPI in terms of relevance, accuracy, timeliness, completeness and clarity), but also refining their use to act as valid performance measurement indicators for senior managers within the strategic business intelligence process.

Quantitative vs Qualitative KPIs –
Which are best?

Typical Data Sources

• ACD Output
• Network Data
• Call Recordings
• Quality Monitoring
• Customer Surveys
• HR
• Sales Records
• Expense Records

Who Should Attend

• Call Centre Managers
• Call Centre Supervisors/Team Leaders
• Sales/Marketing/Customer Service Directors
• Business Development Managers
• CRM Decision Makers
• Outsourcers
• Call Centre Consultants