KPI Key Factors

Here are a few key factors that organizations track when they are looking at KPI (key performance indicators) for the call centers they manage:

- Call Quality
- Service Level
- Customer Satisfaction
- Average Speed of Answer
- First-call Resolution
- Employee Satisfaction
- Adherence
- Turnover
- Cost Per Call
- AHT
- Actual Cost vs. Budget
- Forecast accuracy
- Revenue per call

Here are a few links to more resources on KPI measuring:
Benchmark Portal
ICMI - Incoiming Calls Management Institute