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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)
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Key Performance Indicators - Internet Channel continued
MAF Category: People
At publishing time, KPIs for the MAF People category had not yet been proposed to the working group for review. Some examples of KPIs that might be suitable for this MAF category include:
Total Months - Staff on Strength, Average Months on Strength per Agent: A measure of the total experience level of the agents within the call centre. Monitoring this over time provides a measure of the impact of staff turnover.
Staff Turnover Ratio: A measure of the 'churn' rate within the Agent team. Provides a secondary indicator of Call Centre health and it often correlates to overall customer satisfaction levels.
Agent Coaching Ratio: Number of hours of 1 on 1 coaching time/agent. Helps measure the utilization of Call Centre supervisor time as well as the investment in agent skill improvement.
Training Days/Agent: Total training days delivered during the measurement period divided by the number of agents. Training is required for program/service delivery, for technology, and for the development of skills related to professionalism and customer interaction.
Further discussion with departments and agencies will be conducted to identify effective KPIs under this MAF category.