ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)

KPI:

Call Access

Description:

Percentage of calls presented that get into the ACD.

Objective:

Measures overall service capacity from ACD to Agent.

Definition:

(Calls Answered +Calls Abandoned) divided by Calls Presented. Busy signals generated by switch divided by total calls received in reporting period.

Derivation:

ACD.

Suggested benchmark / Range:

Status:

KPI:

Caller Access

Description:

Percentage of unique callers who attempt and successfully access service.

Objective:

Basic volume measure. Determines service level by counting "unserviced" callers. Removes "repeat callers" from accessibility measure.

Definition:

Total unique phone numbers completed divided by Total Unique Phone Numbers attempted.

Suggested benchmark / Range:

Status:

KPI:

Abandoned Calls

Description:

Percentage of calls which are abandoned while in queue due to prolonged delay waiting for service, typically for a live agent.

Objective:

Key Measure for overall service level.

Definition:

Number of calls abandoned within agent-queue + IVR abandons before 'success markers' divided by total calls answered + total calls abandoned.

Derivation:

ACD.

Suggested benchmark / Range:

Status:

KPI:

Average Speed to Answer (ASA)

Description:

The average delay, while in queue before connecting to an agent, expressed in seconds.

Objective:

Primary Indicator of caller satisfaction.

Definition:

The total number of seconds from ACD queuing of call to agent acceptance / total agent calls.

Derivation:

Measured by ACD

Status:

KPI:

Service Level

Description:

Percentage of calls that reach an agent or are abandoned within a specified time threshold.

Objective:

This measure is required in order to set and publish telephone service standards.

Definition:

Calls answered within Threshold + Calls Abandoned within Threshold / (Total Calls Answered + Total Calls Abandoned).

Derivation:

Measured by ACD

Status:

KPI:

Answer Accuracy

Description:

Consistency of IVR and agent answers.

Objective:

To ensure program integrity.

Definition:

Local quality scorecard assessed by call monitoring and / or mystery shopper approaches.

Derivation:

# of calls answered in IVR terminated at 'success' markers +# of agent calls resulting in success status times accuracy evaluation ratio

Status:

KPI:

Professionalism

Description:

Encompasses a range of soft-skills that govern the approach to delivering accurate information and reliable services.

Objective:

Identifies and reinforces effective communication.

Definition:

Best measured through the use of a mystery shopper program that uses specific planned calls placed to the call centre by a measurement organization. Can also be measured by exit surveys performed immediately after call completion.

Status:

KPI:

Service Complaints

Description:

Application of Common Measurement Tool (CMT) to assess and benchmark client satisfaction

Objective:

Primary indicator of client perception of service quality, measured repeatedly, trends provide strong evidence of service improvement levels

Derivation:

The multi-channel survey tool will be used (at a minimum) to determine the core measures relevant to the telephone channel.

Status:

KPI:

Client Satisfaction Level

Description:

Count and categorization of complaints received through all channels concerning the Phone channel.

Objective:

Primary indicator of service quality particularly when measured over time.

Derivation:

Counted by incident tracking system. Complaints received through other channels must be added to total.

Status: