Can anyone offer guidelines on key performance indicators (KPI's) that are currently in use in contact centres. There is a huge drive on this in my organisation at present and training will be measured against these. Thanks, Gillian
Gillian o'Grady
3 Responses
KPI’s need to be centre specific but you can find info on the ne
Hi Gillian
There are books and webites on this. Clearly each call centre is diffrent in terms of industry, business focus and business KPI’s.
I would guess the call centre KPI’s should be in line with the business ones and then “standard” ones.
If you search the net you should find some stuff that helps you.
like:
http://www.incoming.com/WebModules/QueueTips/Question.aspx?ID=433
http://www.gcio.nsw.gov.au/docs/Call_Centre_Operation_0502.pdf
http://www.callcentres.net/CALLCENTRES/LIVE/me.get?site.sectionshow&CALL503
Regards, Andi Roberts
KPI’s in any area
Hi Gillian
I agree with Andi – it is about what the business values.
If you say that calls should not take longer than 2 minutes – people will hit that target – but at what customer care cost?
As the saying goes “What gets measured gets done”
Have no more than 6 KPI’s
make sure that staff can contribute personally (build accountability)
link them to business goals & valuse (the real ones not the ones written on the wall)
As a training you will need to be careful in hitting kpi’s as your ability to do certain things will be limited by the support of other functions – take this in mind when writing kpi’s for your team
Mike
Contact Centre KPI’s
Hi Gillian
Are you looking for KPI’s from an operational point of view i.e. those that are in the contact centre or for the training team? I have copies of KPI’s for both inbound and outbound contact centres, operations and training department.
Can you give us a little more specific of what you are looking for? Alternatively, feel free to drop me an email at neil@train2develop.com.
Also it maybe worth checking out Call Centre Voice at http://www.callcentrevoice.com
Wishing you every success.