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Key Performance Indicators (KPI's) - Call Center by Dheeraj Kapoor, Head/VP/GM-Operations, Fujitsu Consulting India Pvt. Ltd.

Key Performance Indicators (KPI's) - Call Center

By : Dheeraj Kapoor, Head/VP/GM-Operations, Fujitsu Consulting India Pvt. Ltd.
Industry : ITES / BPO / Customer Service Functional Area : Outsourcing
Keywords :

Performance

Key

Call Center

Indicators

KPI'S

Activity:  5 comments  1381 views  last activity : 07 06 2010 20:18:04 +0000
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Table A.1 – Primary Key Performance Indicator Metrics
 Performance IndicatorSample Calculation(Actual calculations to be determined during Task order negotiations)ExpectedTarget Performance*Frequency of Measure/ Reporting
Response Time   
1.       Service Level (Telephone Inquiries)(Calls answered within 30 seconds + Calls abandoned within 30 seconds)/(Total calls answered + Total calls abandoned)85% within 30 secondsDaily/Weekly**
2.       Email Response Time(Emails responded to and/or closed within 2 business days)/Total emails received)90% within 2 business days, 100% within 3 business daysDaily/Weekly**
b.  Quality Assurance   
  1. Quality of Service Delivery - Telephone
(Total number of points achieved (based on a mutually agreed on standard)) / (Total number of points available for quality of service scores) 94% or better Monthly/Monthly
  1. Quality of Service Delivery – Written Inquiries (Email)
(Total number of points achieved (based on a mutually agreed on standard)) / (Total number of points available for quality of service scores) 94% or better Monthly/Monthly

c.       Customer Satisfaction

   

1.       Customer Survey –Assisted Calls

(Number of callers responded favorably to survey / Total number of callers surveyed)90% or betterMonthly/Quarterly

2.       Customer Survey - Email

(Number of inquirers responded favorably to survey / Total number of inquirers surveyed)90% or betterMonthly/Quarterly

3.       Survey Participation (increased rate of participation over previous survey period)

(Number of survey participants in present quarter – number of survey participants in previous quarter) / (Number of survey participants in previous quarter)2.5% or betterMonthly/Quarterly
Service Availability(Total time in the month (in minutes)   – total time service is not available during that month (in minutes)) / (Total time in the month) 99.9%Daily/Monthly
* Expected Target Performance is measured over a monthly period.** In addition to weekly reports, the Contractor shall provide a summary report each month that provides a rollup of the weekly reports for that month.
  
Table A.2 – Secondary Key Performance Indicator Metrics
 Performance IndicatorSample Calculation(Actual calculations to be determined during Task order negotiations)ExpectedTarget Performance*Frequency of Measure/ Reporting

a.       Abandonment Rate

(Number of hang-ups and dropped calls / Total number of calls offered)5% or lowerDaily/Weekly**

b.       Average Speed of Answer

(Total time in queue / total number of calls handled)30 seconds or lessDaily/Weekly**
c.        Blockage(Total number of calls offered by the network - Total number of calls processed by switch) / (Total number of calls offered by network)1% or lessDaily/Weekly**
d.       Work Volume Forecasting(Work volume forecasted – actual work volume) / (Actual work volume)+10% or betterWeekly/Monthly
e.        Report Accuracy(Total number of reports submitted – number of reports requiring substantive corrective actions) / (Total number of reports submitted)98% or betterMonthly/Monthly
f.         Knowledgebase EffectivenessTotal number of service request solutions acquired from the Contractor’s knowledge base/total number of contacts 95% of service requests and solutions shall be in system at any one time.  Weekly/Monthly
* Expected Target Performance is measured over a monthly period.** In addition to weekly reports, the Contractor shall provide a summary report each month that provides a rollup of the weekly reports for that month.
      
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5 comments on "Key Performance Indicators (KPI's) - Call Center"
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  Commented by  smartKPIs, Analyst, eab group    | 08 12 2010 02:03:25 +0000 
Hi Dheeraj,

Speaking of KPI for call center, www.smartKPIs.com may be a good resource for you. It contains a user friendly library of well-documented performance measures.  At the moment it lists over 4500 KPI examples, grouped in 73 functional areas, as well as 83 industries and sub-categories.

KPI examples for call center are available on this page http://www.smartkpis.com/kpi/industries/telecommunications-call-centre/call-centre/   They include but not limited to:

$ Revenue by product
# Longest call hold
# On-hold time

In addition to examples of performance measures, www.smartKPIs.com also contains a catalogue of performance reports that illustrate the use of KPIs in practice.

Examples of such reports for call center are available on: http://www.smartkpis.com/kpi_examples_in_practice/industries/telecommunications-call-centre/

The website is updated daily with new content, so check it from time to time for additional content.

Please note that while examples of performance measures are useful to inform decisions, each performance measure needs to be selected and customized based on the objectives and priorities of each organisation.

Best regards,

Anita Liang
Research Analyst
www.smartKPIs.com
  Commented by  varsha mishra, technical Manager(QMS), rfrac    | 10 09 2008 05:03:00 +0000 
nice 11
  Commented by  Deepa Nair, Managing Director / CEO    | 10 09 2008 04:22:09 +0000 
Thanks Dheeraj, it was a great article - I have already referred the same to few friends working in this industry.
  Commented by  Samir Nigam, Sr. Software Engineer , SRM TECHSOL Pvt. Ltd.    | 07 28 2008 05:01:34 +0000 
nice.
  Commented by  Nital Dave, Zonal Manger West 1, Skypak Financial Securities Pvt. Ltd.    | 04 29 2008 23:49:52 +0000 
A good article for new managers in the Call Centre/BPO sector.
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