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.
15th April 2009 From Malaysia , Kuala Lumpur

Hi roselin80,

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.

Best regards,
Ophenia Liang
30th March 2010 From Australia ,
Hi You can see same topic at the side bar of this site. You can find out some thing same your questions. I sent some good materials to Tommy, pls read mail and give feedback. Rgs
15th April 2010 From Vietnam , Hai Duong
Hi You can find this info by using search box in the top of website with some keywords related before posting questions.
6th May 2011 From Vietnam , Hai Duong
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