which KPIs can be used in a call centre

Answer QuestionsCategory: Customer Servicewhich KPIs can be used in a call centre
Lindlyne Mulopa asked 3 years ago
1 Answers
Aleksey Savkin Staff answered 3 years ago

Hi Lindlyne,
 
If you are looking for a ready-to-use set for a Call Center, then have a look at this one.
However, the best option is for sure to design KPIs from scratch by analyzing your business context, defining appropriate business goals and aligning KPIs respectively. Check out this article to find recommended approach to find good KPIs.


KPIs or Strategy – which comes first?

Start free wizard to create your strategy map Ideally, you need to have a strategy before start thinking about KPIs. How to create a good strategy? It's tricky and will require your expertise:
  • You will need to understand what your customers want and
  • How to give them what they want in the most effective way.
  • You will need to think about your competitors and, for sure, about your team.
Sounds like something complex? Not at all! Use this free Strategy Map Wizard and you will have your strategy map in 6 minutes.

10-Step System to Find Tailor-Made Key Performance Indicators

kpi-system-240

Examples of KPIs

It is easier to get started with KPIs when you have some good examples to follow. Find here examples of KPIs for various domains.

Winning KPI Crash Course

premium-bsc-training Even the best KPIs won't change anything if they are not properly aligned with a business context, if a company's strategy is not well defined, if there is no clear understanding about what the company is measuring and way...

Check out a "crash-course" for the Balanced Scorecard and KPIs.

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