Call centre kpi
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This document discusses key performance indicators (KPIs) for call centers. It provides information on developing KPIs, including defining objectives, identifying key result areas and tasks, and determining methods to measure results. The document discusses common types of KPIs such as process, input, output, leading, and lagging KPIs. It also discusses mistakes to avoid when developing KPIs, such as creating too many KPIs or not linking them to strategy. Overall, the document offers guidance on establishing an effective system for measuring employee and company performance using KPIs.
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- 1. call centre kpi In this ppt file, you can ref materials for call centre kpi such as list of KPIs, performance appraisal metrics, job skills, KRAs, BSC… For more call centre kpi materials such as free 4 ebooks below, please visit: kpi123.com • List of free 2436 KPIs • Top 28 performance appraisal forms • 11 performance appraisal methods • 1125 performance review phrases Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods Interview questions and answers – free download/ pdf and ppt file
- 2. Steps to create KPIs 1. To build KPI system for this position, you can follow the steps below: 2. Define operational objectives for Construction technician monthly, quarterly, 6 months, yearly. 3. Identify Key Result Areas for the Construction technician. 4. Identify tasks list. 5. Determine work procedure for each KRA, each task. 6. Identify methods to measure the results of each KRA, task, procedure. 7. Create Construction technician KPIs Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods Interview questions and answers – free download/ pdf and ppt file
- 3. Mistakes in creating KPIs Building KPI system plays an important role in evaluating job performance of individual parts, divisions and the company’s objectives and performance management system in general. The development of KPI metrics help to create measurement systems, information systems throughout the organization. 1. When building KPI system, you should note the following factors: 2. Do not create too many KPI, KPI be built around 3-5 KRAs. 3. KPI should change to suit each stage (depending on your goals). Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods Interview questions and answers – free download/ pdf and ppt file
- 4. How to design KPIs 1. KPIs should be clearly linked to the strategy, i.e. the things that matter the most. 2. KPIs have to provide the answers to our most important questions. 3. KPIs should be primarily designed to empower employees and provide them with the relevant information to learn. Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods Interview questions and answers – free download/ pdf and ppt file
- 5. Interview questions and answers – free download/ pdf and ppt file Types of KPIs: 1. Process KPIs - measure the efficiency or productivity of a business process. Examples - Days to deliver an order. 2. Input KPIs - measure assets and resources invested in or used to generate business results. Examples - Dollars spent on research and development, Funding for employee training, Quality of raw materials. 3. Output KPIs - measure the financial and nonfinancial results of business activities. Examples - Revenues, Number of new customers acquired. 4. Leading KPI - measure activities that have a significant effect on future performance. Drive the performance of the outcome measure, being predictor of success or failure. Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
- 6. Types of KPIs (continue…): 5. Lagging KPI - is a type of indicator that reflect the success or failure after an event has been consumed. Such as most financial KPIs, measure the output of past activity. 6. Outcome KPI - Reflects overall results or impact of the business activity in terms of generated benefits, as a quantification of performance. Examples are customer retention, brand awareness. 7. Qualitative KPI - A descriptive characteristic, an opinion, a property or a trait. Examples are employee satisfaction through surveys which gives a qualitative report. 8. Quantitative KPI - A measurable characteristic, resulted by counting, adding, or averaging numbers. Quantitative data is most common in measurement and therefore forms the backbone of most KPIs. Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods Interview questions and answers – free download/ pdf and ppt file
- 7. Types of KPIs (continue…): 5. Lagging KPI - is a type of indicator that reflect the success or failure after an event has been consumed. Such as most financial KPIs, measure the output of past activity. 6. Outcome KPI - Reflects overall results or impact of the business activity in terms of generated benefits, as a quantification of performance. Examples are customer retention, brand awareness. 7. Qualitative KPI - A descriptive characteristic, an opinion, a property or a trait. Examples are employee satisfaction through surveys which gives a qualitative report. 8. Quantitative KPI - A measurable characteristic, resulted by counting, adding, or averaging numbers. Quantitative data is most common in measurement and therefore forms the backbone of most KPIs. Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods Interview questions and answers – free download/ pdf and ppt file