Maintenance Manual

Recordings
Evaluation Forms
132
Identifying KPIs
You need to identify the business goals for the con
tact center for the current year and
incorporate those goals into the key performance indicators (KPIs). For example, your
contact center’s business goals could be:
• Increase revenue.
• Improve customer satisfaction.
• Reduce overall cost.
When you know what your business goals are you can incorporate those goals as the
KPIs in the agent evaluation forms. This allows you to align your agents’ goals with the
business goals for the contact center. You can then use the evaluation forms to
measure your agent’s performance against your contact center’s business goals.
When you break down the business goals, you need to identify the areas of challenges
and the metrics you have for success in meeting those business goals. For example,
you can break the business goals into:
• First Contact Resolution (FCR).
• Sales process and skills.
• Product knowledge—You can use call evaluation to identify agents who do not
have sufficient product knowledge, and then provide training to improve their
product knowledge. For example, you might want to consider the following
questions when evaluation an agent:
– Does the agent have deep product knowledge?
– Is this a critical indicator or a challenge area?
• Agent proficiency with tools—Agents sometimes have to deal with a wide
variety of tools when they deal with a customer. For example, order entry tools,
agent productivity tools, database tools, or custom software tools designed for
the organization. You can use the evaluation to monitor agent proficiency with
your contact center’s tools, and then provide training to improve their tool
proficiency.
• Average call duration—Some calls are longer than others. You can use the
evaluation to understand what impact factors result in longer calls, and then
provide solutions that result in fewer long calls, and improve the average call
duration.