Call management best Practice

[itillian]

Is anyone able to help me out as to what the KPI is???

[Tania]

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

[Tania]

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

[mcardinal]

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