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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)
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Appendix A: Terms and Definitions
ACD - Automatic Call Distributor - a software/hardware device that manages call queues, delivers IVR recordings as selected by the caller, and routes calls from the queue to appropriate agents based on any number of caller parameters
CTI - Computer Telephony Integration - technology that provides an integrated phone/computer capability to the service agent. CTI provides features such as automatic caller file retrieval, soft phone, referral/call back electronic forms with response script suggestion, caller wait time, and quick access to the mainframe and online reference material.
Channel - The primary service channels are telephone, Internet, mail and in-person.
IVR/VR - Interactive Voice Response/Voice Recognition - two related terms describing two types of self-service technology employed in the Telephone Service Channel. Interactive Voice Response provides the caller with a series of options to be selected using the telephone keypad. Voice Recognition allows the caller to speak the question or say an option from a recorded list.
KPI - Key Performance Indicator - a measurable objective which provides a clear indication of service centre capability, quality, customer satisfaction, etc.