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KPIs / Metrics
Key Performance Indicators (KPIs) / Metrics Performance we monitor

Inbound Operations / Customer Service / Back Office Processes

  • Real time Q -Metrics
  • Calls per hour - The average number of calls the agent is able to take per hour.
  • Saves / One-Call Resolutions - The number of times our agents are able to resolve an issue immediately within the first phone call. Colloquially referred to as "one-and-done" calls.
  • Average Handle Time - How long it takes for one call to be handled, which includes the call time itself, plus the work done after that call.
  • Average Wait Time - How long a caller is put on hold before a call center agent becomes available to take the call.
  • Accuracy
  • Abandonment Rate - This is the percentage of customers who disconnected before an agent was able to intercept the call.
  • Completion Rate - The ratio of successfully finished calls to the number of attempted calls by the customer.

Outbound Operations / Sales and Marketing

  • Contacts per hour - Average number of customers the call center agent was able to contact in an hour
  • Leads Conversion Rate - The percentage of leads that actually converted to sales
  • Hourly Sales - The average amount of sales the agent was able to close in an hour
  • Daily Sales - The average amount of sales the agent was able to close in a day
  • Accuracy

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Inbound Call/Contact Center - Outbound Call/Contact Center
Offshore Call Center - Outsourced Call Center