UK and IrelandBalanced Scorecard of KPIs & Objectives (All Levels)
Author: CCa2z
Here you can see part completion of the document - find the completed version in Excel for you to useand adapt in TOOLKITs
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KPIs |
CC Manager |
R & P Manager |
& Team |
CSAa |
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TIMELINESS |
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Service Level |
90% < 15 secs |
90% < 15 secs |
90% < 15 secs |
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Average Response Time |
5 secs |
5 secs |
5 secs |
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Abandoned Calls |
5% |
5% |
5% |
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Occupancy |
75% |
75% |
75% |
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CALL HANDLING |
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Ready |
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Talk |
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Available |
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Wrap |
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Breaks |
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EFFICIENCY INDICATORS |
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Average Handle Time |
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Calls Per Person Hour |
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Productivity |
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72hrs |
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QUALITY & REWORK |
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Telephone Skills |
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Prod/Tech Skills |
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Resolved Live |
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MISC |
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Sickness |
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Lateness |
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