Essential Contact Centre KPIs – Premium Pack

Contact Centre Masthead - B

About this pack

Sometimes you just need a menu of good KPIs to pick from. That's what this 'Essential KPIs' guide is designed to provide. The problem is that not every business is the same.

So how do you make sure you fully understand where the KPIs in this pack came from and identify any extra KPIs that may be specific to your organisation? You do this using KPI Trees. KPI Trees show the outcomes that each KPI is designed to reflect, so you can understand the logic and reasoning behind each and every KPI in the pack and build on it to identify KPIs specific to your organisation.

The KPIs in this pack were selected using KPI Trees from the ROKS Express system. This premium pack includes the original KPI Trees so you can review and adapt them. This approach gives you convenience and flexibility. As all the packs in this store were developed from the ROKS Express system, if you decide to add further packs in future, they will work seamlessly together.

What is included

Contact Centre KPI Guide Ad image

The printable Premium Essential KPI Guide including full KPI definitions and examples (A4 PDF)

Source KPI Tree Ad image

The KPI Tree source diagrams for the guide KPIs (as PDFs)

KPI Tree Cheat Sheet Ad image

A one-page 'KPI Tree Cheat Sheet' in both (A4 PDF)

ROKS KPI Canvas Ad image

A ROKS KPI Canvas definition templates (Excel template and printable A4 PDF)

KPI Trees in this pack

KPI definitions in this pack

This pack includes...

  1. Service Quality KPI Tree (Q1)
  2. Call Email and Webchat Handling (O8)
  3. Efficiency - Service Delivery (O5)
  4. Public Reviews (M1)
  5. Contact Centre Improvement Activity (L3)
  6. Sensitive Customer Data Stored (C4)

Number of KPIs included in KPI Tree: 135

Number of full KPI definitions included: 62

Price: 

Still not sure?

Check out the free 'Financial KPIs Premium Pack' to see the type of documents you will get in your pack.

Reviews

  • Rich Harris Good

    Good. Helped us

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  • S Chan Very useful

    Very useful. Helped my ops team pull together a decent set of performanc metrics

    678 of 1349 people found this review helpful.

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