February 17, 2018 / GuidesFor Team
We hear about metrics all the time. But what about Key Performance Indicator (KPI)? What is it? and what does it mean to call centers?
Metrics is a numerical representation of an intangible object. It allows managers to perform “analytics” on factors that cannot normally be measured with an objective standard. To put it simply, it’s a “class participation grade.” It’s totally subjective and it only exists so someone else can figure out if you are doing well or not.
Metric can also be a measurable object such as time, gross sales, wpm, and spelling mistakes. Depending on the goals, a set of metrics will make up the KPI.
The article discusses how KPI analysis is important to call centers, its agents, and its corresponding service level agreement (SLA).
– Miyagi Kazuki
Posted In: Research