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  • Contact Center Positional KPIs Under 40 Characters

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    binaybhusann
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    This document outlines the key performance indicators (KPIs) used to evaluate different positions within a contact center. It lists the primary and supporting KPIs for agents, supervisors, managers, workforce management managers, quality managers, training managers, and the call center director. The primary KPIs include metrics like quality monitoring, schedule adherence, first contact resolution, customer satisfaction, and employee satisfaction. Supporting KPIs provide additional context and cover areas such as service level, average handle time, forecast accuracy, coaching hours, and employee turnover. The director is responsible for the performance of all positions and all listed KPIs.

    Original Description:

    Service Delivery

    Original Title

    KPI by Position InIn

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    This document outlines the key performance indicators (KPIs) used to evaluate different positions within a contact center. It lists the primary and supporting KPIs for agents, supervisors, managers, workforce management managers, quality managers, training managers, and the call center director. The primary KPIs include metrics like quality monitoring, schedule adherence, first contact resolution, customer satisfaction, and employee satisfaction. Supporting KPIs provide additional context and cover areas such as service level, average handle time, forecast accuracy, coaching hours, and employee turnover. The director is responsible for the performance of all positions and all listed KPIs.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    4 views2 pages

    Contact Center Positional KPIs Under 40 Characters

    Uploaded by

    binaybhusann
    This document outlines the key performance indicators (KPIs) used to evaluate different positions within a contact center. It lists the primary and supporting KPIs for agents, supervisors, managers, workforce management managers, quality managers, training managers, and the call center director. The primary KPIs include metrics like quality monitoring, schedule adherence, first contact resolution, customer satisfaction, and employee satisfaction. Supporting KPIs provide additional context and cover areas such as service level, average handle time, forecast accuracy, coaching hours, and employee turnover. The director is responsible for the performance of all positions and all listed KPIs.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Contact Center Positional KPI

    Note: Does not include performance metrics governed by corporate policy such as attendance.

    Position
    Agent

    Supervisor

    Primary KPI
    Quality Monitoring (QM)
    Schedule Adherence (SA)
    First Contact Resolution (FCR)*
    Customer Satisfaction**

    Team performance as measured by:


    Quality Monitoring (QM)
    Schedule Adherence (SA)
    First Contact Resolution (FCR)*
    Customer Satisfaction (CSAT)**
    Employee Satisfaction (ESAT)

    Manager

    Performance of their Supervisors teams


    performance as measured by:
    Quality Monitoring (QM)
    Schedule Adherence (SA)
    First Contact Resolution (FCR)*
    Customer Satisfaction (CSAT)**
    Employee Satisfaction (ESAT)

    Supporting KPI
    None
    Note: Keep total focus on being in the
    right place at the right time applying
    training and coaching to each customer
    experience.

    Overall call center performance as


    measured by:
    Employee Turnover (T/O)
    Coaching hours vs. budgeted
    Training hours vs. budgeted

    Overall call center performance as


    measured by:
    Service Level (SL)
    Average Customer Time Invested
    (ACTI)
    Employee Turnover (T/O)
    Coaching hours vs. budgeted
    Training hours vs. budgeted

    Page 1

    Notes & Action Items

    Workforce
    Management
    Manager

    Forecast accuracy
    Service Level(SL)
    Schedule Adherence (SA)
    Actual performance vs. budget
    Customer Satisfaction (CSAT)
    Employee Satisfaction (ESAT)

    Average Speed of Answer (ASA)


    Abandoned Calls (ABA)
    Quality Monitoring (QM)
    Actual Customer Time Invested
    (ACTI)
    Employee Turnover (T/O)

    Quality Manager

    Quality Monitoring (QM)


    First Contact Resolution (FCR)*
    Customer Satisfaction (CSAT)**
    Employee Satisfaction (ESAT)

    Service Level(SL)
    Actual Customer Time Invested
    (ACTI)
    Coaching hours vs. budgeted
    Employee Turnover (T/O)

    Training Manager

    Quality Monitoring (QM)


    Schedule Adherence (SA)
    First Contact Resolution (FCR)*
    Customer Satisfaction (CSAT)**
    Employee Satisfaction (ESAT)

    Service Level(SL)
    Actual Customer Time Invested
    (ACTI)
    Training hours vs. budgeted
    Employee Turnover (T/O)

    Call Center
    Director

    All of the above

    All of the above

    *FCR to be used only if accurately measured.


    **CSAT only if able to measure at the individual level, ie, can directly tie survey results back to agent who handled the transaction

    Page 2

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