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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)


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Key Performance Indicators - Phone Channel continued

MAF Category Stewardship

Metrics for Agent Utilization


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



Metrics for Service Effectiveness


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.



Metrics for Use of Technology


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



Metrics for Channel Take-up


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