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KPi stands for key performance indicators.
KRA stands for key responsible areas.
Kpi includes shrinkage , attrition , productivity ccr (customer call rate)//fur(follow up rate) And aht (average handle time)
Kra includes quality parameters , shift adherence , login adherence , Coaching and review , customer satisfaction(CSAT).
shrinkage- no. of agents absent by agent roastered x(into) hundred.
shrinkage is of two types: planned shrinkage and unpllaned shrinkage.
planned shrinkage- agent on week off + PL upon total head count roastered xx (into) hundred.
unplanned shrinkage- NCNS(no call no show) + half day + UPL upon total head count roastered xx (into) hundred.
Attrition- number of agents left by average head count xx(into) hundred.
avg head count is-opening plus closing head count by two
there are two types of attrition: voluntary and involuntary.
volunatary means if the person is moving by his or her choice from the organisation.
involuntary means if an agent removed from the organisation by not following the parameters given by the organisation.
AHT- hold time + talk times + wrap up time by number of calls. target- AHT 850 seconds hold 150 seconds and wrap up time 5 seconds
productivity- hold time + talk time + wrap time + avail time by total number of calls
CCR means if the customer is calling again for the same concern is counted in ccr . taget 13% percent.
number of calls repeat by total number of calls.
1 hour 24 hours and 72 hours.
Coaching means training the agents regarding the product.
shift adherence means login within the shift as per the agent is roastered.
login adherence means giving complete 8 hours of productivity.
csat means customer satisfaction given by quick and correct resolution. it also means FCr that is known as first call resolution.
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