KPI of the Day – Customer Service: # SA or Speed of answer
Definition
Measures the average speed of answering a customer’s call by an available agent, after the call is being placed in a queue.
Posts Tagged ‘Sales and Customer Service performance’
KPI of the Day – Customer Service: % Call Completion Rate
Definition
Measures the rate at which calls are successfully initiated, compared to the number of attempted calls.
KPI of the Day – Customer Service Performance (CS): % Customer complaints due to poor service or product quality
Definition
Measures the percentage of customer complaints registered by the organization, as a result of poor quality services or products, out of the total number of complaints received.
KPI of the Day – Sales: $ Sales per Customer
Definition
Measures the average value of products or services purchased by a customer. It also can be defined as the total sales of products or services, divided by the total number of customers or transactions within a given period.
KPI of the Day – Sales: $ Revenue from new business operations
Definition
Measures the total revenue generated from new services and products sales, or from new business lines & ventures.
