A couple of things im looking for help with.

What are the best KPI's to use in a call centre?

If a department has been taking inbound calls for a long time now and we want to work out what a realistic target for the staff should be how would it be best to bench mark this? we want it to be a stretching but realistic bench mark.

Thanks

Hi Kevin,

KPIs canbe catagorised as
1) Effeciency
2) Effectiveness
3) Quality

1) Effeciency - Its a metric of speed and metrices like cost per call, cost per minute, revenue per call, revenue per minute, occupancy, adherence, rostered staff factor, call volumes, average talk time, average handle time

2) Effectiveness - Its a metric of service for eg SLA, Can callers reach you when they try to? How fast do you answer the phone when it rings? How fast can callers in your IVR reach a live agent if they want to? How quickly are emails responded to?

3) Quality - Offcourse the most important one is concerned with FCR, Error Rates, Customer feedback and retention, adherence to regulations

You may chose the ones which fit best to your structure and then scale it and streamline on DMAIC to make it tighter.

Are you dealing with the calls your customers want to make?

Listen to your calls are they calls the customer wants to make e.g. "I want to buy a..." or "Can I upgrage my...?" Calls customers don't want to make are, "You haven't sent me the...", "I don't understand the bill.", "This is the fifth time I called and you still haven't done..."

Treasure the calls customers want to make and improve your work fulfilling those requests until you have eliminated all the calls customers don't want to make. Until you have done that, don't let your head be turned by the call centre industry red herrings such as AHT, abandon rate, adherence to SLAs, service levels etc.

Best,

Rob

I agree with Rob, however I dont think there is any service centre that can satisfy customer's fully. Its just about "turning delight into necessety". More you offer and even more is what customer seek, since need is insatiable.

You may also want to keep your costs in check while keeping your customer satisfaction "healthy".