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Key Performance Areas/Indicators?

Author Message
llefleur
Member
#1   Posted: 13 Sep 2007 02:59
 


Hi everyone,

I'd appreciate any suggestions with regard to Monthly KPA's on which staff are measured at the end of each month.
Our call center staff make outbound calls as well as receive inbound calls(avg. of 25 a day) and the measurements currently in place are:

Overall outbound calls
Quality Assurance
Reporting Accuracy
Report submission times
Attendance
Punctuality

I need some help with regard to any other relevant indicators of performance,and comments/suggestions regarding the current measurables we have in place.

Regards,
Lester

HumanTech
Member
#2   Posted: 20 Sep 2007 12:56
 


I'd add to the list:

Adherence to Schedule
Occupancy
First Call Resolution

Regards
Ro

llefleur
Member
#3   Posted: 21 Sep 2007 04:01
 


thanks Ro,

Much appreciated.

Regards,
Lester

mlm11874
Member
#4   Posted: 26 Sep 2007 12:35
 


Lester,
In regards to inbound calls you would want to look at average speed of answer, abandonment rate. average talk time and total calls per csr.
mlm

12mst
Member
#5   Posted: 2 Oct 2007 06:28
 


We hold our front-line professionals to only 3 metrics:

Customer Loyalty (Net Promoter Score based on the transaction)
Customer Satisfaction (Overall Satisfaction Top Box)
AHT (with an intent to transition to a Call-back or First Contact Resolution metric once we develop it).

The business is held accountable for other metrics but this is what the service professionals focus on in our business.

Hope this helps,

Michael

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