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
Nov 16 – International Day for Tolerance
“No more toleration of corruption!”
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.
Accept National Unity Government (NUG)
of Myanmar. Reject Military!
#WearMask #WashHands
#Report Corruption #SearchPosts #TakePicturesVideos
November
Nov 2 – Intl Day to End Impunity for
Crimes Against Journalists
Nov 9 – World Science Day for Peace
and Development
Nov 16 – International Day for Tolerance
Nov 19 – World Toilet Day
Nov 20 – World Children’s Day
Nov 25 – Intl Day for the Elimination of
Violence Against Women
Monthly Observances:
Homes Safety Month
Filipino Values Month
National Rice Awareness Month
National Consciousness Month
for Punctuality and Civility
Environmental Awareness Month
National Children’s Month
Organic Agriculture Month
Weekly Observances:
Nov 19-25: Global Warming and
Climate Change Consciousness Week
Nov 23-29: National Girls’ Week
Population and Development Week
Nov 25 – Dec 12: Social Welfare Week
18-Day Campaign to End
Violence against Women
Week 2: Week 3: Drug Abuse Prevention
and Control Week
Last Week: Safety and Accident
Prevention Week
Daily Observances:
Last Saturday: Career Executive Service
Day
Nov 19: National Child Health Day
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
