SlideShare a Scribd company logo
1 of 7
contact center kpi 
In this ppt file, you can ref materials for contact center kpi such as list of KPIs, 
performance appraisal metrics, job skills, KRAs, BSC… 
For more contact center 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
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

More Related Content

What's hot (20)

Risk management kpi
Risk management kpiRisk management kpi
Risk management kpi
 
Staff kpi
Staff kpiStaff kpi
Staff kpi
 
Kpi evaluation
Kpi evaluationKpi evaluation
Kpi evaluation
 
It department kpi
It department kpiIt department kpi
It department kpi
 
Leading kpi
Leading kpiLeading kpi
Leading kpi
 
Maksud kpi
Maksud kpiMaksud kpi
Maksud kpi
 
Kpi assessment
Kpi assessmentKpi assessment
Kpi assessment
 
Kpi mean
Kpi meanKpi mean
Kpi mean
 
Project manager kpi
Project manager kpiProject manager kpi
Project manager kpi
 
Kpi rating
Kpi ratingKpi rating
Kpi rating
 
Kpi direct
Kpi directKpi direct
Kpi direct
 
It kpi
It kpiIt kpi
It kpi
 
Kpi performance indicator
Kpi performance indicatorKpi performance indicator
Kpi performance indicator
 
Hr kpi metrics
Hr kpi metricsHr kpi metrics
Hr kpi metrics
 
Manager kpi
Manager kpiManager kpi
Manager kpi
 
Understanding kpi
Understanding kpiUnderstanding kpi
Understanding kpi
 
It kpi metrics
It kpi metricsIt kpi metrics
It kpi metrics
 
Kpi meaning
Kpi meaningKpi meaning
Kpi meaning
 
Helpdesk kpi
Helpdesk kpiHelpdesk kpi
Helpdesk kpi
 
Kpi balanced scorecard
Kpi balanced scorecardKpi balanced scorecard
Kpi balanced scorecard
 

Viewers also liked

Yan yan diary
Yan yan diaryYan yan diary
Yan yan diaryTLeeTSIS
 
New cookie ebony
New cookie ebonyNew cookie ebony
New cookie ebonyPrasaadh
 
Maria Paula Garcia Pereira - English CV
Maria Paula Garcia Pereira - English CVMaria Paula Garcia Pereira - English CV
Maria Paula Garcia Pereira - English CVPaula Garcia
 
التويتر
التويترالتويتر
التويترmuhanad03
 
How Azure turns out to be vital for Soludoc's innovation strategy (Geert Truy...
How Azure turns out to be vital for Soludoc's innovation strategy (Geert Truy...How Azure turns out to be vital for Soludoc's innovation strategy (Geert Truy...
How Azure turns out to be vital for Soludoc's innovation strategy (Geert Truy...Codit
 
It's Not Just GAAP! Stock Brokers Update: What You Need To Know
It's Not Just GAAP!  Stock Brokers Update: What You Need To KnowIt's Not Just GAAP!  Stock Brokers Update: What You Need To Know
It's Not Just GAAP! Stock Brokers Update: What You Need To KnowCitrin Cooperman
 
P 5 journal
P 5 journalP 5 journal
P 5 journalTLeeTSIS
 
Stamp diary
Stamp diaryStamp diary
Stamp diaryTLeeTSIS
 
Creating IoT powered solutions (Sam Vanhoute @IoT convention)
Creating IoT powered solutions (Sam Vanhoute @IoT convention)Creating IoT powered solutions (Sam Vanhoute @IoT convention)
Creating IoT powered solutions (Sam Vanhoute @IoT convention)Codit
 
Katya reshetnikova
Katya reshetnikovaKatya reshetnikova
Katya reshetnikovaprettykatie
 
Building scalable cloud-native applications (Sam Vanhoutte at Codit Azure Paa...
Building scalable cloud-native applications (Sam Vanhoutte at Codit Azure Paa...Building scalable cloud-native applications (Sam Vanhoutte at Codit Azure Paa...
Building scalable cloud-native applications (Sam Vanhoutte at Codit Azure Paa...Codit
 

Viewers also liked (19)

Yan yan diary
Yan yan diaryYan yan diary
Yan yan diary
 
设计中的心理学
设计中的心理学设计中的心理学
设计中的心理学
 
New cookie ebony
New cookie ebonyNew cookie ebony
New cookie ebony
 
Janashakthi
JanashakthiJanashakthi
Janashakthi
 
It kpi dashboard
It kpi dashboardIt kpi dashboard
It kpi dashboard
 
Provence
Provence Provence
Provence
 
Maria Paula Garcia Pereira - English CV
Maria Paula Garcia Pereira - English CVMaria Paula Garcia Pereira - English CV
Maria Paula Garcia Pereira - English CV
 
التويتر
التويترالتويتر
التويتر
 
Sample3
Sample3Sample3
Sample3
 
Questionnaire Results
Questionnaire ResultsQuestionnaire Results
Questionnaire Results
 
How Azure turns out to be vital for Soludoc's innovation strategy (Geert Truy...
How Azure turns out to be vital for Soludoc's innovation strategy (Geert Truy...How Azure turns out to be vital for Soludoc's innovation strategy (Geert Truy...
How Azure turns out to be vital for Soludoc's innovation strategy (Geert Truy...
 
It's Not Just GAAP! Stock Brokers Update: What You Need To Know
It's Not Just GAAP!  Stock Brokers Update: What You Need To KnowIt's Not Just GAAP!  Stock Brokers Update: What You Need To Know
It's Not Just GAAP! Stock Brokers Update: What You Need To Know
 
尚品宅配网站效果图研究
尚品宅配网站效果图研究尚品宅配网站效果图研究
尚品宅配网站效果图研究
 
It kpi template
It kpi templateIt kpi template
It kpi template
 
P 5 journal
P 5 journalP 5 journal
P 5 journal
 
Stamp diary
Stamp diaryStamp diary
Stamp diary
 
Creating IoT powered solutions (Sam Vanhoute @IoT convention)
Creating IoT powered solutions (Sam Vanhoute @IoT convention)Creating IoT powered solutions (Sam Vanhoute @IoT convention)
Creating IoT powered solutions (Sam Vanhoute @IoT convention)
 
Katya reshetnikova
Katya reshetnikovaKatya reshetnikova
Katya reshetnikova
 
Building scalable cloud-native applications (Sam Vanhoutte at Codit Azure Paa...
Building scalable cloud-native applications (Sam Vanhoutte at Codit Azure Paa...Building scalable cloud-native applications (Sam Vanhoutte at Codit Azure Paa...
Building scalable cloud-native applications (Sam Vanhoutte at Codit Azure Paa...
 

More from vulapallidavis

More from vulapallidavis (12)

Kpi for administration department
Kpi for administration departmentKpi for administration department
Kpi for administration department
 
Kpi for administration
Kpi for administrationKpi for administration
Kpi for administration
 
Kpi for admin staff
Kpi for admin staffKpi for admin staff
Kpi for admin staff
 
Kpi for accounts department
Kpi for accounts departmentKpi for accounts department
Kpi for accounts department
 
It project kpi
It project kpiIt project kpi
It project kpi
 
Kpi for accounting
Kpi for accountingKpi for accounting
Kpi for accounting
 
It department kpi examples
It department kpi examplesIt department kpi examples
It department kpi examples
 
Inventory kpi examples
Inventory kpi examplesInventory kpi examples
Inventory kpi examples
 
College kpi
College kpiCollege kpi
College kpi
 
Cognos kpi
Cognos kpiCognos kpi
Cognos kpi
 
Cobit kpi
Cobit kpiCobit kpi
Cobit kpi
 
Bpm kpi
Bpm kpiBpm kpi
Bpm kpi
 

Contact Center KPI Materials

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