This page has been archived.
Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats on the "Contact Us" page.
KPI: |
Cost per Call |
Description: |
The total operational cost of the call centre over the reporting period divided by total calls handled during the reporting period. |
Objective: |
Provides high level indication and trend of overall service performance. |
Definition: |
will require further working group consultation |
Status: |
Recommended as Core KPI |
KPI: |
Agent Capacity |
Description: |
The anticipated number of hours of agent time available for telephone service for each full-time equivalent (FTE). |
Objective: |
Ensures that agent resources are dedicated to required functions |
Status: |
Recommended as an operational measure |
KPI: |
Resource Allocation |
Description: |
A management indicator assessing allocated FTE's to service delivery. |
Objective: |
Measures effective use of channel resources. |
Definition: |
Locally defined |
Status: |
Recommended as an operational measure |
KPI: |
Agent Adherence |
Description: |
An assessment of telephone agent adherence to schedule and making oneself available during anticipated service periods. |
Objective: |
Contributes to resourcing effectiveness |
Definition: |
Calculated as total agent login time divided by scheduled work time |
Status: |
Recommended as an operational measure |
KPI: |
Agent Occupancy |
Description: |
The percentage of agent time spent in direct service including "talk and wrap up time". |
Objective: |
Ensures accurate resourcing levels to achieve target service levels. |
Definition: |
(Talk time + after call wrap up time) divided by total agent log in time over measured period. |
Suggested benchmark / Range: |
85% |
Status: |
Recommended as an operational measure |
KPI: |
First Call Resolution |
Description: |
The degree to which the client needs are met without further referral or call-back within a designated time interval. |
Objective: |
Minimize cost and maximize client satisfaction. |
Definition: |
number of single calls by unique phone number within 48 hour period not abandoned |
Status: |
recommended as Core KPI |
KPI: |
Accurate Referral |
Description: |
A redirect to the correct service for resolution of client need (may be to a higher service tier or to a separate organization/jurisdiction providing the service). |
Objective: |
Measures key caller criteria of more than 2 transfers. |
Definition: |
will require further working group participation |
Status: |
Not recommended. Not technically feasible at this time. |
KPI: |
Call Avoidance |
Description: |
A call that quickly exits the system after an introductory message or bulletin that provides a desired answer for a substantial portion of the calling population, e.g. related to an immediate but temporary service outage. |
Objective: |
Measures utility of IVR/bulletins to answer high-volume inquiries. |
Definition: |
Calls terminated at specific IVR marker after bulletin |
Status: |
Proposed as Core KPI |
KPI: |
Calls Answered by IVR Successfully |
Description: |
A call that terminates in IVR tree after success marker. |
Objective: |
Measures utility of IVR response tree to provide self-service answer; an important indicator of IVR utility; secondary indicator of client satisfaction. |
Definition: |
Calls terminated at all IVR 'success' markers. |
Status: |
Proposed as Core KPI |
KPI: |
Calls |
Description: |
Total calls received |
Objective: |
Measures overall service demand |
Definition: |
Number of calls received at switch. Note that this will include 'repeat callers' who are refused at the switch. |
Status: |
Proposed as Core KPI |
KPI: |
Callers |
Description: |
Unique Callers |
Objective: |
Measures service demand more accurately. |
Definition: |
Unique phone numbers dialing the service |
Status: |
Proposed as Core KPI |