Discussion of typical key performance indicators in place in either a corporate shared service operation our third party cal center.

1. Customer Service
Center
Key Performance
Indicators
Bill Kohnen
Bill Kohnen
Global Shared Service
Forum Discussion 2013

2. Purpose of Measures
Basis for Improvement for all Stakeholders
 Customers
 Management
 Call
center Employees
Bill Kohnen
Global Shared Service Forum
Discussion 2013

3. Key Measures
 Service
 Quality
 Efficiency
 Profitability
 Employee
Measures
Bill Kohnen
Global Shared Service Forum
Discussion 2013

4. Service
 Blockage
 Abandon
Rate
 Self Service Measures
 Average Speed of Answer
Bill Kohnen
Global Shared Service Forum
Discussion 2013

5. Quality
 First
call resolution rate
 Transfer rate
 Communications skills
 Adherence to procedures
 Customer satisfaction surveys
Bill Kohnen
Global Shared Service Forum
Discussion 2013

6. Efficiency
 Agent
occupancy
 Staff shrinkage
 Schedule efficiency
 Schedule adherence
 Average handle time
 After-call work
 System availability and accessibility
Bill Kohnen
Global Shared Service Forum
Discussion 2013

7. Profitability
 Conversion
Rate
 Up
Sell
 Cross Sell
 Cost per call
Bill Kohnen
Global Shared Service Forum
Discussion 2013

8. EMPLOYEE MEASURES
 Staff
Turnover
 Retention
 Employee Satisfaction Survey
Bill Kohnen
Global Shared Service Forum
Discussion 2013

9. Additional Strategic
Management KPIs
 Training
Program Development and
Performance


Content
Basic Call Center skills
 Overall
Cost Measures
 Process Improvement
 Time to onboard new client
 Implementation of new technologies
Bill Kohnen
Global Shared Service Forum
Discussion 2013