Category / KPI

Category / KPITextual Definition

PERFORMANCE

Calls OfferedThe total number of Calls Offered to the switch. The sum of Calls Handled plus Calls Abandoned.

Calls HandledThe total number of Calls Handled / Answered by Agents.

Total Talk TimeThe total amount of Talk Time (Talk Time plus Hold Time).

Average Handle Time (AHT)The average amount of time an Agent spends handling Talk Time, Hold Time and After-Call Work.

Average Hold Time (ATT)The average amount of time an agent spends handling a transaction including only talk Time and Hold Time.

Average Hold TimeThe average amount of time held calls were placed on hold.

Total After-Call Work Time (ACW)The total amount of time spent in After-Call Work AUX state.

Schedule ComplianceOf the total scheduled phone line, the percentage of time that Agents adhered to schedules (arrival, lunch, break, departure), handled transactions, or were available to handle transactions (includes: idle/available, talk, hold, after-call work, outbound excludes: manager approved, research, training).

AbsenteeismOf the total scheduled time, the percentage of unscheduled / unplanned shift absences for any reason. If data is available, absenteeism should include tardiness and leaving early. Absenteeism does not include holiday, vacation, short term disability, or long term disability.

AvailabilityOf the total amount of time that Agents were Ready to provide support (after attending training sessions), the percentage of tiem that Agents were logged-in.

Logged-in being defined as the amount of time spent handling transactions plus idle/available time.

OccupancyOf the amount of time that Agents were logged-in, the percentage of time spend handling transactions.

Logged-in being defined as the amount of time spend handling transactions plus idle/available time.

Service LevelThe metric which defines the percentage of contacts that must be answered in a specified amount of time. Service levels vary according to client needs and contractual obligations.

Billable (In Center) UtilizationOf the total amount of time that Agents were in the Center, the percentage of time that is billable to the client. This does not include hours paid to the Agent but they were not in the Center such as holiday, vacation, ETO, etc.

Paid UtilizationOf the total amount of time that Agents were paid (including holiday, vacation, ETO, etc), the percentage of time that is billable to the client.

Cost per Contact/TransactionCost per transaction for teams handling one transaction type:

Total Direct and Indirect Expenses/Total number of transactions

Handling Multiple Transactions Types:

Total Direct and Indirect Expenses *Weighing Factor for handling time / Total number of transactions

The weighing factor depends on AHT of transaction types

Gross ProfitRevenue (Income from Services Provided) minus Direct and Indirect Expenses

Managers Operating Income (MOI)Revenue (Income from Services Provided) minus Direct, Indirect, and regional SG&A Expenses

QUALITY

Quality ScoresQuality/Transaction Monitoring Quality scores benchmarked against the quality metrics established for the account.

First Call Resolution (FCR)The percentage of customer interactions that were resolved on the first contact and did not require any further contact to address the customers reason for calling.

Customer Satisfaction (CSAT)Customer satisfaction is a measure of the end-user satisfaction with the service received. This data may not be available for some accounts/teams based on the clients willingness and established method of gathering this information.

Client FeedbackSurvey of Client Satisfaction

EscalationsInternal Escalations (one level to another)

On time

Backlog

Accuracy

Efficiency

Escalations to clients

Rate - % of escalated transactions / total number of transactions

PERSONNEL

AttritionVoluntary and Involuntary staff separations which require the position to be backfilled. Excludes downsizing and includes internal transfers.