CALL CENTER METRIC

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CALL CENTER METRIC

STUDENT:        LOURDES LAGOS NARVAEZ                 T31551112

TEACHER:        JANICE VEGA

KPIS?

KPI stands for Key Performance Indicators, or key performance indicators. KPIs are metrics used to quantify the results of a particular action or strategy based on predetermined goals.

Indicators that allow us to measure the success of our actions

KPI for Call Centers: the importance of customer service

Communication channels with the customer, such as care services via call centers, are an inexhaustible source of data and information that organizations must learn to manage and properly exploit to get the best out.

FUNDAMENTAL KPIS CAN BE DIVIDED INTO THREE MAIN AREAS:

1. The operation indicators (service level, occupation, First Call Resolution),
2. Cost indicators (total cost of contact center, cost per contact, customer price / sales / month, sales commission)
3. Contribution to the business indicators (quality of care, customer satisfaction, ratio of sales success and quality of sales).

CHARACTERISTICS OF KPIS

• specific
• measurable
• achievable
• relevant
• and time

TEN METRIC KEYS OF A CONTACT CENTER

1. First call resolution (First Call Resolution). Indicates the percentage of calls that are resolved at the first contact.
2. Response time (Average Speed ​​of Answer). It indicates how long you expect a consumer to be seen how consumers access to contact center and how many people are needed. It is related to dropout rates and consumer satisfaction.
3. Customer Satisfaction (Customer satisfaction). This is the factor that most influences consumer loyalty and the possibility that the customer will become our brand ambassador.

1. Incoming calls. It shows the success of a marketing campaign and the number of agents needed for that campaign or contact center.
2. Answered calls. It also indicates the success of a marketing campaign and the effectiveness of call center agents.
3. Dropout rate (Abandon rate). The percentage of calls that fail to be addressed should be zero.
4. Effectiveness. We must be aware that the percentage of calls about incoming is an indicator that does not consider the quality of service.
5. Downtime (Idle time). The time spent inactive contact center agents should always be zero. For this we must adjust very well the needs of staff as slots, days or campaigns.
6. average talk time (Average handle time). The duration of the call is one of the most common indicators to monitor each telemarketer attend as many calls as possible.
7. Service level (Service level). Directly related to customer satisfaction and customer experience.

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