2. Purpose of Measures
Basis for Improvement for all Stakeholders
Customers
Management
Call
center Employees
Bill Kohnen
Global Shared Service Forum
Discussion 2013
3. Key Measures
Service
Quality
Efficiency
Profitability
Employee
Measures
Bill Kohnen
Global Shared Service Forum
Discussion 2013
5. Quality
First
call resolution rate
Transfer rate
Communications skills
Adherence to procedures
Customer satisfaction surveys
Bill Kohnen
Global Shared Service Forum
Discussion 2013
6. Efficiency
Agent
occupancy
Staff shrinkage
Schedule efficiency
Schedule adherence
Average handle time
After-call work
System availability and accessibility
Bill Kohnen
Global Shared Service Forum
Discussion 2013
9. Additional Strategic
Management KPIs
Training
Program Development and
Performance
Content
Basic Call Center skills
Overall
Cost Measures
Process Improvement
Time to onboard new client
Implementation of new technologies
Bill Kohnen
Global Shared Service Forum
Discussion 2013