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kpi for call center 
In this ppt file, you can ref materials for kpi for call center such as list of KPIs, 
performance appraisal metrics, job skills, KRAs, BSC… 
For more kpi for call center 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
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
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
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
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
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
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

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Kpi for call center

  • 1. kpi for call center In this ppt file, you can ref materials for kpi for call center such as list of KPIs, performance appraisal metrics, job skills, KRAs, BSC… For more kpi for call center 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