NEW SMARTKPIS.COM REPORT RANKS THE TOP CALL CENTER KPIS OF 2011- 2012
June 17, 2013, Melbourne, Australia – The KPI Institute, the global authority on Key Performance Indicators (KPIs) research and education announces the launch of a new report in its 2011-2012 edition of its popular Top 25 series of reports. The series is based on research conducted through www.smartKPIs.com, which contains over 20,000 Key Performance Indicator examples, making it the world’s largest source of thoroughly documented KPIs.
Call Center is the industry dealing with receiving and transmitting a large volume of requests or inquiries by telephone. The Inbound Call Center deals with calls initiated by the customer (inbound calls), while an Outbound Call Center refers to calls initiated from the organization to the customer (outbound calls). Indicators in this industry refer to performance aspects regarding call volumes, contact channels, handling customer requests, sales productivity or any other specific operations.
The “Top 25 Call Center KPIs of 2011-2012” report provides insights in the state of Call Center KPIs performance measurement today by listing and analyzing the most visited KPIs on smartKPIs.com in 2011-2012. In addition to KPI names, the report contains a detailed description of each KPI, as documented in smartKPIs Premium.
Call Center KPIs are reflective of Call Center functions, and are grouped into subcategories, such as Call Handling Workload, Service Responsiveness, Agents Efficiency, Call Routing, Service Quality and Call Center Revenues. From these subcategories, Call Handling Workload, Service Responsiveness and Agents Efficiency were the most popular of Call Center, in 2011.
One of the most important benefits that this report brings is the international perspective on the most popular KPIs for Call Center Management. Call Center KPIs provide quantifiable measurements of factors determined to be important for the successful implementation of Call Center strategies. The skill in applying KPIs is in the selection of the optimum number and appropriateness of KPIs. The top 5 Call Center KPIs in this report are:
- % Agent utilization
- # Speed of answer (SA)
- % Call drop rate (CDR)
- % First contact resolution rate
- $ Revenue per successful call
By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2011, the “Top 25 Call Center KPIs of 2011-2012” report is a valuable resource in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.
According to Aurel Brudan, The KPI Institute’s CEO “The Top 25 Call Center KPIs of 2011-2012 report is a synthesis of what smartKPIs.com is all about: it provides an overview of how Call Center KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team.”
ABOUT SMARTKPIS.COM
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories.
ABOUT THE KPI INSTITUTE
The KPI Institute is a research, publishing and educational provider specialized in developing better practice in the use of KPIs. It developed the KPI Management Framework and runs five main research programs, dedicated to performance management, the Balanced Scorecard, KPIs, analytics and organizational strategy. Over the last 8 years, The Institute assisted over 5,000 organizations in finding solutions to their KPI needs.
Media contact
Cipriana Turcanu, The KPI Institute, Tel: +61 3 9670 2979, Email: [email protected]
