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Glossary

What is Key Performance Indicator?

Key Performance Indicators (KPIs) measurements of call center performance. Every call center service lists a number of KPIs to ensure they are delivering the best services. Without having comprehensive KPIs, the chances of running call center services efficiently become bleak. The customer handling department is one of the critical departments of a company. The ROIs of the brand depends on how well the customers and clients are attended to. 


Anything that is critical for the operations of the call center service can be a prominent key performance indicator. For instance, average call handling time (AHT) is one of the key performance indicators that denote the average time taken by an agent to provide a good resolution to the customer. Many companies deal with a large number of customers daily so in ascertaining 100% call attendance, the AHT must be kept as low as possible. 


  • Similarly, there are other KPIs such as First Call Resolution, Call Waiting, Call Rerouting, Abandoned Calls, Net Promoter Score, etc. All of these are parameters that may be highly critical for some call centers. 

  • The criticality of these parameters or KPIs differs for different call centers. For some call centers, call abandon rates are more critical and for some call centers first call resolution, and others may emphasize providing correct and complete information to the customer regardless of the time taken by the agent. 

  • KPIs form the fundamental fabric of operations of a call center service. They are among the top strategies of call center services. KPIs are the first thing that goes under deep evaluation whenever a call center is trying to elevate its performance.


There are many KPIs involved in BPO services however selecting the right one is one of the major challenges in call center services. Each KPI is responsible for a specific aspect of call center operation. Whatever the case may be, none of the KPIs should be taken lightly because they are all designed to improve the call center's operational efficiency. For the greater good, deep analysis of every KPI becomes a paramount maneuver. 


Understanding some prominent KPIs for measuring workload and efficiency


Call Abandon Rates: It is the measurement of how many calls got missed even before the agent could attend to them. 


Average Speed of Answer: The measurement tells the average time an agent takes to answer an incoming call. The agent is typically supposed to answer the call within a couple of seconds. 


Average Call Handling Time: After picking up the call, the agent must listen, understand, and probe with the customer and provide a solution to the customer. It is the measure of the agent’s ability to finish a call at the earliest. 


First Contact Resolution: This is one of the important KPIs that emphasizes providing complete resolution to the customer on the first instance. Generally, the objective is that the customer should not require a second call or conversation for getting a solution. 


Conclusion:


Apart from these KPIs indicating the operational efficiency of a call center service, there are some KPIs that are merely scores that indicate the actual performance of internal processes such as customer satisfaction rate (CSAT Rate), net promoter score (NPS), customer retention rate, quality scores, and forecasting accuracy. 


All of the ratings are surveys taken directly from the customers. These are tangible scores that determine the actual performance of the call center service.


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