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
September 18 –
International Equal Pay Day
“Increase wages now,
more than other cost items.
For widespread, practical equality!”
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
October –
Monthly Observances:
Industry and Commerce Safety Month
National Statistics Month
Local Government Month
Consumer Welfare Month
Cooperative Month
National Quality and Productivity Improvement Month
National Health and Wellness Tourism Month
National Indigenous Peoples Month
Weekly Observances:
Week 1: Elderly Filipino Week
Week 2: National Health Education Week
Local Government Week
National Mental Health Week
October 17-23:
National Week for Overcoming Extreme Poverty
October 18 – 24:
United Nations Week
Last Week:
Nurses’ Week
Consumers’ Protection Week
Week of the 4th Sunday:
Barrio Farmers’ Week
Daily Observances:
First Monday (Oct 4): Universal Children’s Day i
n the Philippines
Oct 5: National Teachers’ Day
Oct 10: Local Government Day
Third Thursday (Oct 14): Conflict Resolution Day
Oct 21: Tenants’ Emancipation day
Oct 24: United Nations Day
Oct 29: National Indigenous People’s Thanksgiving Day
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