Key Performance Indicators (KPIs)
|
Top KPIs |
Service level |
|
Abandon rate |
|
Average speed of answer |
|
Call volume |
|
Customer service quality |
|
Average handle time |
Call center managers were asked to
provide the most important KPIs that drive the operations of their
centers. These KPIs were also used to report call center
performance to senior management. As expected, service level
was a top indicator reported by participants. Service level
allows managers to see their current performance in efficiently
serving customers and provides a way to compare to their goals and
objectives for performance. The Benchmarks in Call Center
Operations Report provides definitions of each KPI as well as the
percent of contact centers who rank that measure as the top metric
for evaluating call center performance.
Participating industries
|
Industries
(with # of participants) |
|
Banking: 17 |
Hospitality/travel: 5 |
|
Consumer/retail/catalog: 15 |
Insurance: 15 |
|
Education: 5 |
Manufacturing: 11 |
|
Electronics/communication: 11 |
Other: 36 |
|
Financial services: 20 |
Services: 34 |
|
Government: 14 |
Telecommunication: 43 |
|
Health care: 18 |
Utility: 6 |
For the 250 companies that participated in
this years study, the breakdown below provides industry
categories and number of participants for each area. The
Benchmarks in Call Center Operations Report details the current
and goal performance levels for eight of the top KPIs used by
call center managers. The charts are broken down by
industry and allow readers to compare their performance to
others in specific industries and business areas.
Participating industries and the number of centers providing
data are shown above.
Performance
data
Figure 1 - Average after
call work time (seconds)
Figure 2 - Abandoned call
rate (percent)
For each KPI,
results are presented in a bar graph that shows both
current performance and goal/objective level. The
graphs above are examples of metrics presented in the
report. Many other key measures are
presented in the report in a similar manner.
Report
contents
The chart below shows a complete
table of contents for the Benchmarks in Call Center Operations
Report, the product that provided the data for this tutorial.
Areas focused on in this tutorial are
highlighted in orange.
|
Benchmarks in Call Center Operations |
|
Study overview
-
Study objective
-
Demographic
highlights
Call center operations model
Performance objectives and results
-
Top KPIs
-
Performance goals
and current performance
-
Customer
satisfaction questions
-
Top employee
satisfaction questions
Past improvement
initiatives
-
Largest changes
made over the past 2 years
-
Overall ranking of
improvement initiatives
-
Changes with the
greatest positive impact on customers
-
Changes with the
greatest positive impact on cost savings
-
Changes with the
greatest positive impact on employees
-
Changes with the
greatest positive impact on revenue
Future directions and improvements
-
Short-term changes
planned
-
Long-term changes
planned
-
Challenges
-
Opportunities for
improvement
-
Business drivers
motivating changes
-
IT collaboration
-
Factors influencing
IT collaboration
-
Steps to optimize
IT relationships
-
Best-in-class call
centers
|
Home-based/remote agents
-
Home-based agents
-
Criteria for
home-based agents
-
Business reasons
for home-based agents
-
Specific function
handling
-
Future plans for
home-based agents
-
Keys to success for
home-based agents
-
Challenges with
home-based agents
Reporting and analytics
-
Methods for
communicating performance data
-
Most productive
presentation of measurement
-
Celebrations for
performance objective achievement
-
Challenges with
performance reporting
-
Keys to successful
reporting
-
Dashboard use
-
Dedicated reporting
resources
-
Who analyzes report
data
Demographics
-
Number of sites
-
Number of employees
-
Hours of operation
-
Contact volume
-
Volume change
-
Single or
multi-site
Order the
Benchmarks in Call Center
Operations Report
- $429 |
Summary
This tutorial provided information from the newly released
2007 Call Center Best Practices
Reports by Centerserve. These reports contain data on all aspects of contact center
management and operations from 250 call center managers
worldwide. Find out what others are doing to ensure the
success of their call centers. All reports are in PDF
format and are downloadable from
www.call-center.net after purchase. Each section contains
demographic participant data. Visit our
Online Store for more information on our products.
Save 15% by ordering the Best
Practices Package containing all three reports!
Find out more about the reports by visiting the
webpage,
emailing
us
or by calling 970-669-6554
to speak with an analyst.
Coming up...
The 2007 Best Practices Preview Series will continue next week
with key findings from the 2007 study.
|
