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.
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