Choose the KPIs That Matter Most
Every contact center strives toward the same operating efficiency and customer service goals. However, each one is also unique, and faces its own specific operating challenges.
The establishment of key performance indicators (KPIs) is the first step toward consistent performance. KPIs, which are optimally monitored and measured by a workforce management solution, provide the data that fuels analytics, testing, development, efficiency, and productivity.
There are standard KPIs for every contact center, and they are all important. It is the manager’s job to focus on those where improvement is needed most, so discussions can begin on how to make that happen.
Common contact center KPIs include:
- Hold times
- Calls made per agent, per day
- Call response times
- Leads generated per hour
- Average handle times
- Agent talk times
- Average wait time for agents
Once again, the main purpose of KPI establishment and analysis is to create clearly defined goals for improving efficiency and service at the contact center. It is much more difficult to achieve cost reduction or boost sales without knowing how many calls are taken per hour or per shift, how long they last, and how many result in a sale.
When you have your goals established, don’t keep them a secret. They will be created by managers but must be disseminated to every agent to keep them on task throughout their shift.
And of course, KPI tracking becomes much easier, as well as more accurate, with a workforce management solution in place – preferably one that is cloud-based, so there is no issue with monitoring remote agents, and the contact center can avoid maintenance costs, hardware costs and software upgrade costs.
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