New Research Report Ranks the Top Call Center KPIs of 2010

New Research Report Ranks the Top Call Center KPIs of 2010

The use of KPIs in Call Centers has a long tradition, making this industry one of the most mature in terms of performance measurement. Due to the unique combination of people, processes and technology, call centers provide an ideal environment for using KPIs. A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. With outsourcing trends accelerating in this industry around the world, interest in Call Center performance management is also on the rise, driven by the desire to find a balance between the achievement of organizational outcomes, the individual contribution from each employee and the working environment.

The "Top 25 Call Center KPIs of 2010" report provides insights in the state of Call Center performance measurement today by listing and analysing the most visited KPIs on smartKPIs.com in 2010. It is part of the "Top KPIs of 2010" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples available today and representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Structured around the Call Center KPIs that in 2010 received the highest number of visits on smartKPIs.com, the "Top 25 Call Center KPIs of 2010" report contains in addition to KPI names, a detailed description of each KPI, as documented in smartKPIs Premium and other relevant content. While dominated by Agent Performance and Service Responsiveness KPIs, with 7 KPI examples in the Top 25, the most popular KPIs come from categories such as Call Routing Performance, Call Handling Performance and Service Quality:

% Agent utilization

$ Revenue per successful call

# Call handling time

# Hourly sales per agent

# Call volume

"The Top 25 Call Center KPIs of 2010 report is a synthesis of what smartKPIs.com is all about: it forms an overview of how Call Center KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team.By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2010, the Top KPIs of 2010 series of reports are valuable resources in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization." said Aurel Brudan, the Performance Architect of smartKPIs.com.

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