Call Center KPI

[mhaqqi]

I would like everyone to post the main KPI of his/her call center.

[ian.westley]

We are a State Government owned utility company. As far as our owner is concerned our only KPI is Grade Of Service (70% of all calls answered in 30 seconds). To them nothing else counts.

Internally we have AHT, Compliance to Rosters and Call Quality as KPIs.

[adre10]

Our KPI are broken into 2 areas.
1st to look at commons areas (SL, Abn rate, Quality, Adherence, Self Help Usage)
2nd to look at pressing issues (Inbound, Talk Time, ACW, Not Ready Time). This portion will change as time goes on.
It is a KPI built into another KPI.

[mhaqqi]

There is a very interesting situation still hapening at my call center and need your own idea's.

I'm using an announcement IVR tone that takes around 6-8 sec. so i measure all the abandoned calls between 0-8 sec. i realized that there's around 7-10% daily abandoned calls from the total calls offered in IVR.

I talked with the I.T Manager and asked him if there's any troubleshooting in the routing theory. but he told me that there's nothing. so i asked him to get me all the incoming phone numbers to survey with those customers and see why are they hanging up DURING THE IVR.

Any suggestions?

[ragsy]

Interesting....7-10% abandon during the transfer is alarming.

What would be interesting is do these calls get dropped once it hits the agents desk (Short call disconnection) or does it happen during the transfer which is not controlled by you.

You can distinguish easily by looking at the CDR Report which your IT personnel will be able to provide. This will have codes to indicate the disconnection type.

Also, check the tele numbers of the disconnects and see if it originating from a particular area or an MSC....Again IT would help.

[splash]

What if they hang off when they heard the IVR and they realised they dial the wrong number. What is the number of calls entered in the IVR?

[mhaqqi]

aroud 500 call abandon during IVR from 6000 call.

[linuxlab]

Adherence (to roster)
Customer satisfaction
First contact fix

[rocksteadyian]

Our Program is a Technical Support Account for DSL Service

AHT 13:30 mins
Quality Assuarance Score Internal/External: 90%
First Call Resolution: 87%
Customer Care Index: 60%
Absenteeism Rate: <= 5%
Presidential Appeals: 2 <= every 100,000 calls handled
Sevice Level: >= 98%

[rocksteadyian]

We are a on a Technical Support Progam for DSL company in US. Offshore

AHT: 13:30 mins
Quality Assurance Internal/External: >=90%
First Call Resolution (FCR): >= 87%
Customer Care Index (CCI): >= 60%
Absenteeism Rate: <= 5%
Service Level: >= 98%
Presidential Appeals: <= 2 every 100,000 calls handled

[Friend]

The KPI for all centers may vary based on the line of business and also the key metrics for the center.

If the concers is about calls abadon during IVR within 8 sec,it might be due to various reasons like short calls, drop at the cloud level, change in switch configuration, Change in IVR settings, Target audience etc.

[Boba]

Hellow rocksteadyian,

How are you measuring 1st Call Resolution for your Tech team? I'm trying to establish this KPI for my team as well.

Originally Posted by rocksteadyian

Our Program is a Technical Support Account for DSL Service

AHT 13:30 mins
Quality Assuarance Score Internal/External: 90%
First Call Resolution: 87%
Customer Care Index: 60%
Absenteeism Rate: <= 5%
Presidential Appeals: 2 <= every 100,000 calls handled
Sevice Level: >= 98%