Manage key performance indicators of call centres

Understand, follow up and manage the achievement of the most important key performance indicators (KPI) of call centres such as time average operation (TMO), service quality, questionnaires filled, and sales per hour if applicable.

managing key performance indicators of call centres
manage key call centres performance indicators
manage key performance indicators of call centre
oversee key performance indicators of call centres
maintain key performance indicators of call centres
manage key performance indicator of call centres
manage key performance indicators of call centers

skill/competence

sector-specific

Manage key performance indicators of call centres is an essential skill of the following occupations:

Call centre manager: Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.

Manage key performance indicators of call centres is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.

Service manager: Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.

References

1. Manage key performance indicators of call centres – ESCO