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
Invoke Article 33 of the ILO constitution
against the military junta in Myanmar
to carry out the 2021 ILO Commission of Inquiry recommendations
against serious violations of Forced Labour and Freedom of Association protocols.
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