Winning KPI

KPI for Measuring of call center performance posted in category Call Center

WinningKPI - Call Center - KPI for Measuring of call center performance posted in category Call Center

KPI details:

This indicator is for measuring of calls conversion rate; We need to measure in some way the conversion rate of the call center. One idea is to measure the number of leads generated by 100 calls.

KPI units: %

KPI time frame: update once a month

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Ideas suggested by WinningKPI community:

Here are comments:

Conversion rate depends on certain factors in call center operations. These factors are number of call center agents, volume of call during certain span, nature of operations(complaint), experience level of call center agent, etc. Each can be used as KPI for the measurement of conversion rate.

Muhammad Azeem | December 9, 2011 at 2:07 am

To measure the cycle time of the process of satisfacting the customer request should be the first concern. Therefore you should measure the period between receiving the request and responding the customer by confirming that the request is received and they will be informed about the request in ..... days.

KPI Expert | December 9, 2011 at 2:33 am

You may measure the number of calls / employee. That will indicate you the weight of the complains per employee.

Haluk Dingiloglu | December 9, 2011 at 2:59 am

Call PER employee will measure the weight w r t load. But not the effectiveness. The quality is measured by the time any agent may take to solve problem. solving problem is indirectly measured by the customer satisfaction level.

Muhammad Azeem | December 9, 2011 at 9:08 am

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