WinningKPI - Call Center - KPI for Measuring of Phone Etiquette % posted in category Call Center KPI details: Details:
This indicator is for measuring the quality of the agent’s phone etiquette during the call, expressed as a %. This is generally calculated by a quality monitor listening to the call, by weighting a number of factors and measuring the overall % of the agent’s phone etiquette based on those factors.
In order to keep quality standards and high customer service, the call centre will aim to maximise this KPI, as high as 100%. This can be done first by recruiting the right agents, and then through putting in place training and practices (e.g. quality controls) to maintain these standards.
Formula:
Phone Etiquette % as rated by the observer/quality monitor
KPI Unit: %
KPI Time Frame: update weekly or monthly
Posted by Oana Boteanu | Help to protect community: Flag for moderation
Ideas suggested by WinningKPI community:Here are comments:
A high phone etiquette % is fundamental to the business image and the quality of the service. For instance, phone companies receive numerous complaints and customers leaving the company because of the quality/ phone etiquette or their call center's agents.
Regardless of how much the business invests in marketing, product development etc.,the customer will base their experience on how well they can rely on the customer care team and how professional and helpful the conversations are.
This is also valuable for banks, telephone sales team, insurance companies, etc.
The measurement of this % varies from company to company, although the principles are similar. An observer will be rating this based on recorded conversations.
Oana Boteanu | + | September 9, 2012 at 7:48 am
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