roselin80 Started The Discussion:
Hi guys, I need to come up with the telemarketing agent’s KPI (Key Performance Index) for a new call centre. Product is personal insurance. Any tips or sample would be really appreciated.
www.smartKPIs.com contains a user friendly library of well-documented performance measures. At the moment it lists over 3000 KPI examples, grouped in 73 functional areas, as well as 83 industries and sub-categories.
KPI examples for Call center are available on this page: KPIs in Telecommunications / Call Centre industry They include but not limited to:
# Average speed to answer a phone call (ASA)
% Call set-up success rate
In addition to examples of performance measures, smartKPIs.com . also contains a catalogue of performance reports that illustrate the use of KPIs in practice.
Examples of such reports for Call center are available on: KPIs in practice from Telecommunications / Call Centre industry
The website is updated daily with new content, so check it from time to time for additional content.
Please note that while examples of performance measures are useful to inform decisions, each performance measure needs to be selected and customized based on the objectives and priorities of each organisation.
Found This Useful? +Vote Up This Page Via Google.
Why Vote? User validation is extremely important for good content to prosper.
Disclaimer: This network and the advice provided in good faith by our members only facilitates as a direction towards the actions necessary. The advice should be validated by proper consultation with a certified professional. The network or the members providing advice cannot be held liable for any consequences, under any circumstances.
Explore Topical Knowledge Areas
Topic Categories >> call centre Location-Malaysia-Kuala Lumpur new call centre outbound call centre Complete List Of Categories