Telecommunications / Call Centre |
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| Telecommunications / Call Centre refer to the industry of transmitting data /information through specific services. Indicators regard diverse aspects, such as operation management, qualitative and quantitative outocmes, resource utilization and efficiency. | |
Sub-categories |
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| Call Centre (18) | Telecommunications (10) |
Key Performance Indicator examples
Select your Key Performance Indicators (KPIs) from the Performance Measures listed below:
# Call volume
Measures the number of calls taken by the customer service center in period.
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% Transferred calls
Measures the number of transferred calls between operators or put on hold relative to the total number of calls received during the measurement period of time.
(0/5)
# Average number of service requests per handler
Measures the average number of service requests per IT service department or call center during a designated period of time.
(0/5)
# Average after call work time
Measures the average amount of time it takes for a customer service representative to finish the service request after the person who called is off the line during the measurement period of time.
(0/5)
# Average speed to answer a phone call (ASA)
Measures the average speed in which a customer call is answered by an available agent after being placed in a queue.
(0/5)
% Calls answered within set time frame
Measures the number of calls answered within the determined time frame relative to the total number of calls answered during the measurement period of time.
(0/5)
# Calls on hold longer than "x" seconds
Measures the total number of calls that remain on hold for more than a determined number of seconds.
(0/5)
# Web callbacks handled
Measures the total number of calls handled that were classified as web callbacks.
(0/5)
# Average call completion time
Measures the average time for a call completion from a call center operator during the measurement period of time.
(0/5)
% Call set-up success rate
Measures the number of call attempts that were successful relative to the total number of call attempts.
(0/5)
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