March 21, 2011, Melbourne, Australia – smartKPIs.com, the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Agent Performance and Service Responsiveness KPIs dominate the “Top 25 Call Center KPIs of 2010“. The report presents in detail KPIs such as: % Agent utilization, $ Revenue per successful call and # Call handling time, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.

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:

1. % Agent utilization
2. $ Revenue per successful call
3. # Call handling time
4. # Hourly sales per agent
5. # 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.

About eab group

eab group is an innovative research driven provider of integrated performance management solutions, assisting organisations to achieve results by architecting performance. With expertise in strategy, organisational performance management, business intelligence and project management, eab group assists clients in sustainably delivering value for their stakeholders. It offers audit, research, training, technology integration and performance management advisory services. Website: http://www.eabgroup.com.au

About smartKPIs.com
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories. smartKPIs.com is operated by eab group, an innovative research driven provider of integrated performance management solutions, based in Melbourne, Australia.

Media contact

Jessie Zhang, eab group, Tel: +61 3 9670 2979, Email: jessie.zhang@smartKPIs.com