tailieunhanh - KPIs for Callcenter

KPIs for Callcenter refer to issues such as: inbound call center, Outbound call center, Order entry accuracy, Hitrate, Call management operator activities, Answered calls per hour, Total Calling Time, Average queue time of incoming phone calls. invite you to consult. Alternatively, you can refer to Bộ Tài Liệu Xây Dựng KPI Cho Doanh Nghiệp on to learn more about KPI and BSC indicators of other departments in the business. Good luck! | KPIs for Call Center Inbound call center Stt English VietNamese 01 Order entry accuracy inbound order placement accuracy Direction Maximize Outbound call center Stt English VietNamese 01 Answering Number of sales calls answered total number of sales calls offered Unit type Percentage Direction Maximize 02 Hitrate Products sold compared to total sales calls. Unit type Percentage Direction Maximize Stt English VietNamese 01 Call management operator activities Number of operator activities per call -maximum possible minimum possible and average. . take call log call attempt dispatch retry dispatch escalate dispatch reassign dispatch etc. 02 Answered calls per hour The number of answered phone call per hour 2 months ago by joel S. 40 03 Total Calling Time Total Calling Time per Day or week. This KPI is useful for Outbound Call Centers if a shift for an agent is say 8 hours how much average time is spent on actual calling out of 8 hours measures productivity of an agent. Typical outbound sales call time does not last for more than 3 minutes even if agent is making 100 calls per day agent is spending 300 minutes for calls and all remaining PSP or others. However if one compared with total calls made with total calling time which gives Average time per call. In our study we found out that average call does not last for more than 90 sec therefore one can push call agents to achieve higher number of calls per day. Unit type Time 04 Average queue time of incoming phone calls Average queue time of incoming phone calls. Unit type Time 05 Agents FTEs as of total call center FTEs Agents FTEs as a percentage of total call center FTEs. Unit type Percentage 06 Cost per minute of handle time Cost per minute of handle time Unit type Money 07 Email Backlog Number of un-responded emails. Direction Minimize 08 Average after call work time Average after call work time work done after call has been concluded . Other names used are Avg Wrap-Up time and Avg PCP Post Call Processing . .