Key performance indicator

What are KPIs?

KPI stands for key performance indicator and refers to measurable values that indicate the success or performance of a company, a department or a specific process in relation to defined targets. They are a central instrument in performance management and help to objectively evaluate progress and make data-based decisions.

What characterizes KPIs?

Effective KPIs fulfill certain criteria in order to serve as a reliable basis for decisions:

• Measurability: KPIs are quantifiable, i.e. they can be captured by numbers or data.

• Goal-oriented: They are linked to specific corporate goals or strategies.

• Monitorability: KPIs are regularly monitored in order to measure progress and make adjustments if necessary.

Typical KPIs in contact centers

KPIs play a central role in measuring quality, efficiency and customer satisfaction, especially in customer service and contact centers. The most common KPIs include:

• Response time: Average time it takes an agent to answer a customer call.

• First Call Resolution (FCR): Percentage of customer inquiries that are successfully resolved on the first contact.

• Customer Satisfaction (CSAT): Evaluation of service quality from the customer's perspective.

• Service level: Percentage of calls answered within a defined time frame.

What advantages do KPIs offer?

The targeted use of KPIs enables companies to better manage their processes and helps them to make targeted improvements:

• Performance evaluation: KPIs make the effectiveness and efficiency of employees and processes visible.

• Target achievement: They show whether certain targets are being achieved or where there is still a need for action.

• Optimization potential: Weaknesses can be identified at an early stage and rectified in a targeted manner.

KPIs are therefore an important component for managing and improving business processes and ensuring that targets are achieved.