KPI (Key Performance Indicators

Measuring and managing by the numbers. We will discuss the definition of the key performance systems and its uses .

What are the  performance we can measure in Call center

• Service 
• Availability (Are we there)
• Speed of Answer ( How Fast)

• Quality 

•  Quality ( How well)
• Efficiency
• Staff Utilization ( Do we match workforce to work load)
• Contact Handling ( how ling it takes)

• Profitability
• Conversation and /or up sell rate ( Are we selling)
• Cost per call ( What are cost and margins)

• People
• Workload
• Employee Satisfaction
• Learning and Development

Sumber http://contactcenteroperations.blogspot.com/

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