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08-25-2004, 05:15 PM
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KPI measurements
i am an agent in an inbound call center in kuwait, and am looking to compare our KPI measurements with other call centers. How do you measure your agents? What information do you use?
the measurements are: *Call monitoring results *Avr. talk time ( 130 s/call ) *Avr. hold time (20 s/call ) *Not Ready ( 10 s/call ) *DN calls ( the target is 2.04% from actual log in time ) *total login time ( 7 hours daily) *tardiness *sick leaves the purpose from this comparison is that most employees are having difficulties to reach these targets and they find it very frustrating. 
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