Business Administration - Financial Planning RFC127 Study Guide - Midterm Guide: Performance Indicator, Web Chat, Service Level
29 Oct 2016
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Ke(cid:455) perfor(cid:373)a(cid:374)(cid:272)e i(cid:374)di(cid:272)ators (cid:894)kpi"s(cid:895) are high-level measurements of contact centre performance. Key performance indicators provide information that can (cid:271)e used to help opti(cid:373)ize a (cid:272)o(cid:374)ta(cid:272)t (cid:272)e(cid:374)tre"s operatio(cid:374)al effe(cid:272)ti(cid:448)e(cid:374)ess a(cid:374)d effi(cid:272)ie(cid:374)(cid:272)(cid:455), i(cid:373)pro(cid:448)e the (cid:272)usto(cid:373)er"s perception of the success of the interaction, and promote employee satisfaction within the contact centre. Measuring and managing performance: like any other business unit, contact centres are measured in terms of their overall contribution, companies measure contribution results in: Service/ quality measures: the most important measures of performance are those associated with service. Some of these measures are the same for both a call center and contact center, while some will need to change slightly to reflect the new types of transactions: service: Adherence to procedures: executives in every type of organization are concerned with how well its resources are being put to use. That is especially true in a call center environment where over two-thirds of operating expenses are related to personnel costs:
