Hello,

I've been visiting CCV for a while, however this is my first post. I would like to know if anyone can help me find a KPI calculator for my call center agents. I have 37 agents, 30 Full timers and 7 part timers. I really appreciate if someone can tell me where to find one.

Tyreke.

Welcome to CCV.

Can you be a little more specific about
what you're trying to calculate?

Someone may then be able to help you.

KPI's are normally set by yourselves and
whilst there are a few 'standard' metrics
really anything is measurable.

It could be a center KPI that staff phone their mothers
in a break at least once a week, or drink a litre of water
each shift.

Let us know exactly what you're trying to do.

Regards

DaveA

Hello Dave,

I would like to thank you for your quick response. What I was looking for is a template which I can use to add the measurements my staff are being evaluated upon, adherence to schedule, AHT, Call quality scores, sales and other performance measurements (as you said there are standard metrics).

We have been working manually on calculating all the above elements to get agents score at the end of each month. So basically, i'm looking for something to make it easier for the Supervisor to use.

If it is okay with you, I can give you my e-mail and we may talk it over through instant messaging.

Thanks again for your reply.

Hi Tyreke,

I have a lot of experience making KPI's, its part of my job. I would be happy to talk to you on instant messaging and send you over some templates you can work with.

Regards

James

Hey James,

Thanks for your reply, my address is tyreke@msn.com.
I'd love to hear from you soon.

Hello James,

If possible, would you please be able to send me those templates as well? This would be much appreciated. I am trying to identify my firm's KPIs.

My email is jon.finances@gmail.com

Thanks so much.

Jon

Hi James

I have recently joined and would really appreciate it if you could send me the KPI templates as well.

Regards
Leven

Ok,

I'm going to lock this topic before itbecomes another "Me too..."
list of e-mail addresses.

If anyone wishes to contribute to the original question please drop me
a line via the link belwo and I'll re-open it.

CONTACT

Regards

DaveA