HR management

1. The average cost per call / per transaction

• This KPI help to control the cost of the phone.

2. Time to talk of an average phone calls

• Have to control call time that is too long by regulations.

3. Average time waited when transiting:

• The number of time that customers must wait to resolve.
• The KPI affected by two factors: operator and transfer calls by department;

4. % answer after time regulated (for example 5 seconds or 3 ring tone).

• The total number of guests answered out of 3 ring tone to your phone.

5. Cancellation rate of calls in the meantime

• The number of calls canceled after the guests have to wait too long.

6. Number of calls are not connected:

• The number of incoming calls but can not connect because telephone is busy or tailoring.

7. The rate of resolution in the first call

• The rate of resolution as customer satisfaction in the call first.

Related documents

• Sales KPI
• Sample KPI (all KPI for marketing, sales, HR, manufactoring …)
• KPI ebooks (download free and ref all ebooks related to KPI application).

List of KPI mistakes

Building KPI system plays an important role in evaluating job performance of individual parts, divisions and the company’s objectives and performance management system in general. The development of KPI metrics help to create measurement systems, information systems throughout the organization.

When building KPI system, you should note the following factors:

• Do not create too many KPI, KPI be built around 3-5 KRAs.

• KPI should change to suit each stage (depending on your goals).

• Limit 3-7 KPIs per process/function.

If you need more information for KPI, please leave your comments at the end of this topic.

Author: Davi Ngo, hrvinet.com