KPIs are key performance indicators, i.e. activity and productivity indicators. This makes it possible to monitor and adjust the various processes on which the business is built.

First of all, specialists must clearly understand the development goals of both the contact center in general and the specifics of the project they are working with. Therefore, the team (project managers, management) of the contact center when creating KPIs must answer the following questions: what is the activity of their contact center for, what exactly do they need to achieve, what is currently happening in the market and what do their project partners and clients need?

Each contact center has its approaches to how calculating KPIs, as a lot depends on the specifics of the company and projects. As a company that has implemented more than 600 projects over 15 years, the A.R.C.E. believes that important indicators should include:

  • The number of applications, which, unfortunately, may often not reflect the quality of the contact center’s work.
  • The number of sales — indicates which applications resulted in sales and how many.
  • The percentage of application fulfillment indicates how high-quality sales are, that is, how often the application is completed. However, sometimes there are external circumstances that cannot be influenced by agents.
  • An indicator that reflects how efficiently the agent works. For example, sales plans can be formed, taking into account the amount of time worked.
  • Conversion by bases — helps the manager to process each base, which reflects the ratio of the number of applications to successful contacts. For example, when in a certain project in some regions the conversion is much higher than in other places.

In addition to the above factors, others can be used to calculate contact center KPIs. For example, the average response speed is the average time that elapses from the moment the client contacts the contact center to the agent’s response. The smaller the indicator, the better for the project, because more requests can be served. Also, this includes the assessment of the effectiveness of the result at the initial request, the number of unanswered requests, the customer satisfaction index, and the average duration of service.

And about what the target indicators are and whether they show customer satisfaction — learn more in our blog:
Target Metrics: Do They Show Customer Satisfaction?

In addition to the benefits of implementing KPIs, there are also some subtleties to consider.

  • It is necessary to allocate the costs of connecting a specialized software solution.
  • Find time to train employees to work with the system, as well as an approach to specialists, because some of them may have a negative attitude to new forms of management and control (changes).

If you are interested in improving the KPI indicators of your contact center or a specific project, contact us. Our manager will reply to discuss the details and help you.