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ITIL :: View topic - Call management best Practice
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Call management best Practice

 
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itillian
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PostPosted: Thu Feb 24, 2005 8:20 am    Post subject: Call management best Practice Reply with quote

Is anyone able to help me out as to what the KPI is???
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Tania
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Joined: Jan 23, 2005
Posts: 11
Location: Australia

PostPosted: Thu Feb 24, 2005 3:16 pm    Post subject: KPIs Reply with quote

Hi,

A KPI or Key Performance Indicator, is a metric which can be used to measure the success of a process.

For example, one of your objectives for the incident management process may be to improve customer satisfaction. A KPI is a metric you would use to measure this, e.g. Improve customer satisfaction rating by 20%, reduce customer complaints by 15%.... Somewhere between 3-5 KPIs for each objective.

You should set a small number of objectives and associated KPIs at each stage of your service improvement program, and use these as a measure of success over the life of the program.

Best Wishes
Tania
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Tania
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Joined: Jan 23, 2005
Posts: 11
Location: Australia

PostPosted: Thu Feb 24, 2005 3:21 pm    Post subject: Call Management KPIs Reply with quote

Just re-read your message in a different light, this might be helpful:

Some KPIs for call management might include:
- Increase in numbers of calls taken
- Reduction in average call wait times
- Reduction in call drop-outs (customers who could not wait in queue)
- Reduction in average queue lengths

Best wishes,
Tania
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mcardinal
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Joined: Oct 06, 2004
Posts: 77
Location: Bloomington, IL

PostPosted: Tue Mar 08, 2005 1:01 am    Post subject: Reply with quote

The Green Book (Planning to Implement) has a number of critical succes factors and KPIs for each discipline as a starting point. They will need to modified to fit your own situation.

Hope this helps in addtion to Tania's comments.

Michael
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