Performance Management KPI (Key Performance Indicator)

Objectives :

• Recognizing the key success factors in managing Contact Center.
• Learn what is best practice Contact Center KPIs.
• Provide understanding how to manage Contact Center performance from the perspective of the company and customers.
• Learn and practice to calculate High Level & Agent Level KPIs (score card) of the Contact Center.

Outline :

1. Understanding the Customer Contact Process

• Inbound Contact Call.
• Outbound Contact Call.
• Non Call.

2. Classification, Definitions & Formulated of Contact Center KPIs

• Service (speed).
• Quality.
• Efficiency.
• Outbound.
• Financial.
• Strategic.

3. Use KPI (Key Performance Indicator) to Manage Performance

• Operation Management Cycle.
• Managing Real Time Transaction.
• Managing Deferred Transaction.
• Managing Staff Availability.

4. Setting High Level & Agent Level KPI (Key Performance Indicator)

• SMART Approach Target Setting.
• Aligning KPI with Job Description.
• High Level KPI Score Card.
• Agent Level KPI Score Card.
• Performance Appraisal.

5. Exercise

• Individual Working Objective.
• Setting Individual KPI.
• Calculation Score Card.

Target Participants: 

• Contact Center Human Resource
• Manager
• Supervisor
• Other