Customer Service Center Key Performance Indicators

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Discussion of typical key performance indicators in place in either a corporate shared service operation our third party cal center.

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Customer Service Center Key Performance Indicators

  1. 1. Customer Service Center Key Performance Indicators Bill Kohnen Bill Kohnen Global Shared Service Forum Discussion 2013
  2. 2. Purpose of Measures Basis for Improvement for all Stakeholders  Customers  Management  Call center Employees Bill Kohnen Global Shared Service Forum Discussion 2013
  3. 3. Key Measures  Service  Quality  Efficiency  Profitability  Employee Measures Bill Kohnen Global Shared Service Forum Discussion 2013
  4. 4. Service  Blockage  Abandon Rate  Self Service Measures  Average Speed of Answer Bill Kohnen Global Shared Service Forum Discussion 2013
  5. 5. Quality  First call resolution rate  Transfer rate  Communications skills  Adherence to procedures  Customer satisfaction surveys Bill Kohnen Global Shared Service Forum Discussion 2013
  6. 6. Efficiency  Agent occupancy  Staff shrinkage  Schedule efficiency  Schedule adherence  Average handle time  After-call work  System availability and accessibility Bill Kohnen Global Shared Service Forum Discussion 2013
  7. 7. Profitability  Conversion Rate  Up Sell  Cross Sell  Cost per call Bill Kohnen Global Shared Service Forum Discussion 2013
  8. 8. EMPLOYEE MEASURES  Staff Turnover  Retention  Employee Satisfaction Survey Bill Kohnen Global Shared Service Forum Discussion 2013
  9. 9. Additional Strategic Management KPIs  Training Program Development and Performance   Content Basic Call Center skills  Overall Cost Measures  Process Improvement  Time to onboard new client  Implementation of new technologies Bill Kohnen Global Shared Service Forum Discussion 2013

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