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Defining KPIs (Key Performance Indicators) for customer sercives Front Desk

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salmanmalik
Member
#1   Posted: 14 Jan 2008 00:12
 


I want to define KPIs for the customer services front desk and back office. I have to develop it from the scratch. I require all the information, guidance and help that u people can extend. I belong to banking industry and my task belongs to credit card.

tdlcustomerservice
Member
#2   Posted: 21 Jan 2008 12:57
 


Hi there.

I am new to this website and very excited to have finally found something. Our KPIs for customer service start @ the top. My boss will give me his KPI's. I review his KPI's and determine what and how I can contribute to the overall goal. From my KPI's, my supervisor does the same thing. We then pull a team together or a few different customer service agents. They review all our KPI's and come up with how they can contribute to the overall goal. We have four main areas that we use:
1. Service, quality and productivity
2. Fiscal responsibility
3. Customer focus; Service excellence
4. Employee commitment.
We also try to tie in our corporate values.

salmanmalik
Member
#3   Posted: 22 Jan 2008 21:55
 


well, thnx for ur reply, but wht I require is some quantifiable KPIs. Most of the areas are not quantifiable.Moreover, we are not concerned with the Fiscal resposibility.

glath
Member
#4   Posted: 23 Jan 2008 03:19
 


Hi salman - I think you need to look first at why the KPIs are needed and by who. As tdl mentioned his/her KPIs start at the top, so they will measure the areas that fit in with the company's business strategy. When you find that out, you'll be able to create some quantifiable KPI's. If your are able to incorporate the things that are important to customers (if you don't know what's important ask them) then all the better.

Good luck.
G.

salmanmalik
Member
#5   Posted: 30 Jan 2008 00:35
 


Thanx Glath for your input.

The problem is we never had anything like this before and it is the first time that we working on it. The onus lies on me to formulate something( you may take it as I AM AT THE TOP and the problem is I myself is clueless about it). All the KPIs that I came up were that in which it was at my descreation to judge them. I want to have something were an employee should know that if he/she do something, he/she will attain a certain level. The thing is what i want is to eliminate/minimize the biasness/partialism/favortism that a supervisor may have to a certain employee and the KPIs that i came up with doesn't achieve that.

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