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Call Centre Grade of Service

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  • 13th July 2004 at 09:59 #16395
    Bob Mudde
    Guest

    Can you send me details as to how to check on Grade of Service of a call center and call center agents?

    e.g. answered call/ presented call = 50/100 = 50% etc.

    18th July 2004 at 12:59 #16396
    Saeed Qadri
    Guest

    Bob,

    There are different KPIs or Key Performance Indicators that you can check for the grade of service. One of them will be total number of calls handled ; but it is not the most accurate one. Look for AHT , ASA and AWT indicators.
    Grade of service is very numerical; I will give more weight to customer satisfaction reviews and sting reviews.
    You can search for a properiatay method called ECHO for inbound processes.

    I hope this helps.

    Regards
    Saeed Qadri

    19th July 2004 at 09:56 #16397
    Mohit Khatri
    Guest

    Hey Saeed,

    Please tell me the full form of ASA and also the method of calculating it.
    I would also appreciate if you can tell me the relevence of a high and low ASA.

    Please enlighten me about the procedure of Satisfaction and sting reviews.

    Thanks
    Mohit Khatri

    26th August 2010 at 10:45 #16398
    smartKPIs
    Guest

    A Key Performance Indicator (KPI) is a specific measure of an organization’s performance in an area of its business. It is a general concept, with different implementations depending on the type of business and goals of the organization.

    From the perspective of balance scorecard, KPIs can be categorized by financial, customer, internal processes and learning&growth.

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