There are many Key Performance Indicators (KPIs) to track and report such as:

  • Service Level
  • Average Handling Time (AHT)
  • First-Call Resolution (FCR)
  • Response vs. Resolution Time
  • Average Speed of Answer
  • Abandoned Calls
  • Forecasted vs. Actual
  • Scheduled Staff vs. Actual
  • Adherence to Schedule
  • Shrinkage
  • Customer Satisfaction
  • Employee Satisfaction
  • Turnover
  • Net Promoter Score
  • Productive/Nonproductive time
  • Occupancy
  • Utilization
  • Cost vs. Revenue per Call
  • Close or promise to pay ratio
  • Call/Interaction (Contact) Quality

The challenge when developing and monitoring KPIs is managing the balance between the following:

  • Utilization vs. Turnover
  • Cost per Interaction vs. C-Sat
  • AHT vs. FCR/close ratio
  • Low Resolution Time vs. Rapport (get to know customer)
  • Turnover vs. low hourly wage
  • Leverage Technology vs. Minimize Investment/Operating Leases
  • Revenue Per Call vs. Positive Customer Experience
  • Data Collection vs. AHT
  • Transferred calls vs. FCR

Objectively you will need to make sure the KPI is being tracked and hopefully improvement will help you achieve your business objective.

  • Improve Customer Retention: Net Promoter/C-Sat/
  • Increase Sales: Revenue Per call/Close ratio
  • Decrease Operating Costs: Utilization or Cost per Interaction
  • Decrease Agent Turnover: Agent Satisfaction

VITEC will be your partner to guide and assist you in picking the right KPIs and tuning your solution to accomplish your objectives. Contact us now to learn more about KPI creation and tracking.