KPI examples contains a free online database of Key Performance Indicator (KPI) examples. Registered users can explore, bookmark and comment on thousands of documented Key Performance Indicators (KPIs), measures and metrics grouped by business functional area and industry.

Telecommunications / Call Centre

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

 
Call Centre (43) Telecommunications (10)
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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.

Rating: (0/5)
0 Comments      168 views
Functional area: Sales and Customer Service 

% Up sale rate

Measures the percentage of revenue from up selling (i.e. selling upgraded, more expensive products to the same customers).

Rating: (0/5)
0 Comments      154 views
Functional area: Sales and Customer Service 

# 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.

Rating: (0/5)
0 Comments      115 views
Functional area: Sales and Customer Service 

# Longest delay in queue

Measures the longest period a customer in a queue waits before being connected to an operator or hanging up.

Rating: (0/5)
0 Comments      89 views
Functional area: Sales and Customer Service 

# On-hold time

Measures the average period that a customer call is put on hold.

Rating: (0/5)
0 Comments      58 views
Functional area: Sales and Customer Service 

# Call volume

Measures the number of calls handled or initiated by the call center in period.

Rating: (0/5)
0 Comments      100 views
Functional area: N/A 

% Resolution excellence

Measures the extent at which problems raised by customers are being solved.

Rating: (0/5)
0 Comments      117 views
Functional area: Sales and Customer Service 

# Talk time

Measures the average time an agent spends with a customer or a prospect during a call.

Rating: (4/5)
0 Comments      67 views
Functional area: Sales and Customer Service 

$ Cost per call

Measures the cost of handling an inbound call (call initiated by the customer).

Rating: (0/5)
0 Comments      64 views
Functional area: N/A 

% Blockage

Measures the ratio of incoming calls that are not able to contact the operators due to insufficient employees or network facilities in place.

Rating: (0/5)
0 Comments      74 views
Functional area: Sales and Customer Service 

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