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
Who Should Attend
March –
IT’S WOMEN’S MONTH!
“Respect and support women
every day of the year/s!”
Invoke Article 33 of the ILO Constitution
against the military junta in Myanmar
to carry out the recommendations of the 2021 ILO Commission of Inquiry
against serious violations of protocols of
Forced Labour and Freedom of Association.
Accept the National Unity Government (NUG)
of Myanmar. Reject Military!
#WearMask #WashHands
#Report Corruption #SearchPosts #TakePicturesVideos
Monthly Observances:
Women’s Role in History Month
Weekly Observances:
Week 1: Environmental Week;
Women’s Week
Week 3: Philippine Industry and “
Made-in-the-Philippines Products Week
Last Week: Protection and Gender-Fair Treatment
of the Girl Child Week
Daily Observances:
March 8: Women’s Rights and
International Peace Day;
National Women’s Day
March 4: Employee Appreciation Day
March 15: World Consumer Rights Day
March 18: Global Recycling Day
March 21: International Day for the Elimination
of Racial Discrimination
March 23: International Day for the Right to the Truth
Concerning Gross Human Rights Violations
and for the Dignity of Victims
March 25: International Day of Remembrance of the
Victims of Slavery and the Transatlantic Slave Trade
March 27: Earth Hour
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