Customer Service Center Key Performance Indicators
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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.

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 Presentation Transcript

  • 1. Customer Service Center Key Performance Indicators Bill Kohnen Bill Kohnen Global Shared Service Forum Discussion 2013
  • 2. Purpose of Measures Basis for Improvement for all Stakeholders  Customers  Management  Call center Employees Bill Kohnen Global Shared Service Forum Discussion 2013
  • 3. Key Measures  Service  Quality  Efficiency  Profitability  Employee Measures Bill Kohnen Global Shared Service Forum Discussion 2013
  • 4. Service  Blockage  Abandon Rate  Self Service Measures  Average Speed of Answer Bill Kohnen Global Shared Service Forum Discussion 2013
  • 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. 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. Profitability  Conversion Rate  Up Sell  Cross Sell  Cost per call Bill Kohnen Global Shared Service Forum Discussion 2013
  • 8. EMPLOYEE MEASURES  Staff Turnover  Retention  Employee Satisfaction Survey Bill Kohnen Global Shared Service Forum Discussion 2013
  • 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