Call Center KPI Encyclopedia
This document defines over 150 Call Center Department KPIs, including metric definitions for Training & Coaching, Technical Support, Call Processing & Issue Resolution and more. These KPIs are further categorized into seven major groups: cost, productivity, revenue, organizational, quality, service and volume. Purchase this document today to identify and begin measuring the right Call Center metrics.
How many metric, or KPI definitions, are included in this download? For which areas?
This reference-style document includes over 150 call center KPI, or metric, definitions. The following common call center sub-functions are covered in this KPI Encyclopedia:
- Call Centers (Department-wide)
- Call Center Technical Support
- Call Center Training & Coaching
- Call Processing & Issue Resolution
- IVR/VRU Development & Maintenance
- Workforce Management
Download a Sample Call Center KPI Encyclopedia
Frequently Asked Questions
Q: How do you create your KPI Encyclopedias?
A: From 25 years of doing this for the Fortune 500. We’ve worked with hundreds of leading enterprises to select, define, and measure the right metrics. We have this data—anonymized, of course—in a proprietary database that we continue to grow and update every day. We combine that data with original research to produce must-have KPI Encyclopedias for easy, inexpensive download.
Q: How can your KPI Encyclopedias help me and my business?
A: They equip you to become a lean, mean, data-driven organization. Our KPI Encyclopedias clearly organize and define essential performance metrics for various functions and industries. When you select the right KPIs to track, you’ve taken the first step toward leveraging data with a real payoff.
Q: What’s in the box when I buy one?
A: You’ll get a PDF, ready for immediate download. Simple as that.
Q: Your download-able KPI Encyclopedias look great. But I need something custom. Can you help?
A: Heck yes. Our analysts would be delighted to provide you with a custom set of KPIs and detailed definitions—including logic, formulas, and calculation instructions—that’s tailored to your precise needs. After all, we specialize in this stuff and would love to help you! Simply email us (firstname.lastname@example.org) or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.
Call Center Customer Issue Resolution
This workflow template illustrates the processes of identity verification, question clarification and any during- or after-call work needed to resolve the customer's problem. Purchase and do...
Type : Workflow Template
Process Participants : Customer Service Representatives