UK and IrelandKey Performance Indicators (KPI)
Key Performance Indicators
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Adherence to Work Activity Mode (WAM)
Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View
After Call Work / Wrap - (ACW)
After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work f… View
Answered Calls
Also known as handled calls View
Automatic Call Distributor (ACD)
Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View
Average Delay of Delayed Calls
This is the average delay or wait time of all calls that have been delayed or have queued. … View
Average Handle Time (AHT)
Average Handle Time is the average processing time to deal with a call and is the total of Average Talk time and Average Wrap time. Average Tal… View
Average Response Time (ART)
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Average Speed of Answer (ASA) / Average Delay
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Call-Out Avoidance (COA)
Call-out avoidance refers to the ability of the agent to correctly diagnose a fault and facilitate a user repair, without the need for an engineer … View
Calls Per Agent
This represents the average number of calls per agent in any given time period. This is total number of calls answered by the total number of a… View
Calls Per Hour
Calls per hour is a useful indicator of efficiency levels right down from call centre to advisor level. However, that is all it should be an … View
Cost Per Call
Cost per call is a useful measure to keep on your radar. If costs are relatively fixed, cost per call will increase with a reduction in call vo… View
Customer Life Time Value (CLTV)
In marketing, customer lifetime value (CTLV), lifetime customer value (LTCV), or lifetime value (LTV) and a new concept of "customer life cycl… View
First Contact Resolution (FCR): Customer Perspective - External Resolved
First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View
Handled Calls
Also known as Answered Calls View
Handling Time
Handling Time is the total processing time to deal with a call and is the total of Talk time and Wrap time. … View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… View
How to Measure Resolved Live
Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems. … View
Lead Generation
Many contact centres generate leads for other companies or departments. Lead generation is about creating a level of interest with a customer, … View
Longest Delay
The longest delay is the call that has waited the longest in the queue whether answered or not in any time period. The longest delay should be … View
Normalised Calls Per Hour
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
Occupancy (Utilisation)
Occupancy is also sometimes referred to as utilisation View
Occupancy (Utilisation) Levels
Do you set or measure occupancy levels? If not, why not? View
Offered Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount resour… View
PriTel Rule 75
Often poor performing contact centres appear to be over-occupied, hence have little available time. 'Ready' puts us in the right behavi… View
Profit Per Call
Profit per call is the net result of revenue per call less cost per call. … View
RAG Report
A RAG report refers to a report where standards or targets need to be identified. RAG stands for - R = Red / A = Amber / G = Green. A RAG repor… View
Ready & Not Ready (Work Activity Modes)
The key to a successful operation View
Ready & Not Ready Levels
'Ready' puts us in the right behavioural modes of work (being Available to take calls + Talking to callers) to improve efficiency and maxim… View
Ready (Available)
Also known as Idle or Available in some ACDs View
Received Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount r… View
Resolved Live - What Level?
Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… View
Retention Rate
Customer retention refers to the activity of retaining a disenchanted or cancelling customer. The retention rate refers to the percentage of su… View
Revenue Per Call
This is a very useful measure in any Telsesales environment. It measures the total revenue generated by sales, divided by total calls. Th… View
Service Level (SL)
Also known as Grade of Service (GOS) and Telephone Service Factor (TSF) View
Service Level - 90% < 30 secs or 85% < 15 secs?
What's the difference? View
Shrinkage Absences
Do you allow for appropriate staff shrinkage in your centre? View
Staff Bulletin
An Excellent way to communicate with staff from local government View
Time-based First Contact Resolution (FCR) Reporting Window
Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View
Utilisation
Occupancy reflects how busy we are, and in call centres, we are busy when we are Talking to callers and when completing After Call Wrap. The … View
Work Activity Modes (WAMs)
Work Activity Modes in call centres are types of work functions, under which advisors carry out their activities. The four Key ones in call cen… View