Telecommunications / Call Centre |
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|---|---|
| Telecommunications and call centres refer to the industry of transmitting data or information through specific channels, such as cable, radio, television or telephone. | |
Sub-categories |
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| Call Centre (43) | Telecommunications (10) |
Key Performance Indicator examples
Select your Key Performance Indicators (KPIs) from the Performance Measures listed below:
$ Revenue by product
Measures the revenue gained for all sales by each product type or category.
(0/5)
% Up sale rate
Measures the percentage of revenue from up selling (i.e. selling upgraded, more expensive products to the same customers).
(0/5)
# Longest call hold
Measures the longest amount of time a customer waits after being put on hold and before being connected to an agent or hanging up.
(0/5)
# Longest delay in queue
Measures the longest period a customer in a queue waits before being connected to an operator or hanging up.
(0/5)
# On-hold time
Measures the average period that a customer call is put on hold.
(0/5)
# Call volume
Measures the number of calls handled or initiated by the call center in period.
(0/5)
% Resolution excellence
Measures the extent at which problems raised by customers are being solved.
(0/5)
# Talk time
Measures the average time an agent spends with a customer or a prospect during a call.
(4/5)
$ Cost per call
Measures the cost of handling an inbound call (call initiated by the customer).
(0/5)
% Blockage
Measures the ratio of incoming calls that are not able to contact the operators due to insufficient employees or network facilities in place.
(0/5)
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