What is key performance indicator ( kpi )

Question

Accepted Answer

KPI is a measurable value that indicates how well a company is achieving its business objectives.

KPIs are used to evaluate the success of a company or specific department
They are often used to track progress towards goals and identify areas for improvement
Examples of KPIs include customer satisfaction, sales revenue, and employee turnover rate

Accepted Answer

Koi provide target for team to shoot for milestone gauge progress and insights that help people

Accepted Answer

key performance indicator, a quantifiable measure of performance over time for a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress, and insights that help people across the organization make better decisions.

Accepted Answer

Kpi are the measures which indicates the performance of a particular entity or person over a period of time like the efficiency and score , resolve count , customer satisfaction rate and average resolve count and multiple other factors

Accepted Answer

KPI is a quantifiable measure of performance over time for a specific objective.

Certainly! Here are a few more examples of Key Performance Indicators (KPIs) that could be relevant for an Application Support Specialist role:

1. Customer Satisfaction (CSAT) Score:

- Definition: A metric that measures the satisfaction level of customers after interacting with support services.

- Importance: Reflects the quality of support services and the overall user experience.

- Measurement: Calculate the percentage of positive customer feedback received through surveys.

- Target: Maintain a CSAT score of [X]% or higher.

2. Incident Resolution Time:

- Definition: The average time taken to fully resolve a reported incident.

- Importance: Indicates how efficiently support teams are addressing and resolving user issues.

- Measurement: Calculate the average time it takes to close incidents from the time of reporting.

- Target: Maintain an incident resolution time of [X] hours or less on average.

3. First Contact Resolution Rate:

- Definition: The percentage of support requests that are resolved on the first interaction with the user.

- Importance: Reflects the effectiveness and expertise of support teams.

- Measurement: Calculate the percentage of support requests resolved without requiring further interactions.

- Target: Achieve a first contact resolution rate of [X]% or higher.

4. Escalation Rate:

- Definition: The percentage of support requests that need to be escalated to higher support tiers or teams.

- Importance: Indicates the complexity of issues and the need for collaboration among teams.

- Measurement: Calculate the percentage of support requests that require escalation.

- Target: Maintain an escalation rate of [X]% or lower.

5. Average Handle Time:

- Definition: The average time taken to handle a support request, including response and resolution.

- Importance: Reflects the efficiency of support interactions and resource allocation.

- Measurement: Calculate the average time taken to fully address support requests.

- Target: Maintain an average handle time of [X] minutes or hours.

6. Backlog of Open Incidents:

- Definition: The number of unresolved incidents at any given time.

- Importance: Reflects the workload and efficiency of support teams.

- Measurement: Count the number of open incidents in the support queue.

- Target: Keep the backlog of open incidents below [X] number.

7. Knowledge Base Usage:

- Definition: The frequency of users accessing and utilizing the internal knowledge base.

- Importance: Demonstrates the effectiveness of the knowledge base in empowering users.

- Measurement: Monitor the number of knowledge base searches and article views.

- Target: Increase knowledge base usage by [X]% over a specified period.

Remember that KPIs should be SMART (Specific, Measurable, Achievable, Relevant, Time-bound) and aligned with the objectives of the role and organization. Regularly tracking and analyzing these metrics can help drive improvements in your support processes and services.

Accepted Answer

What is the meaning of sfr

Accepted Answer

Top KPI Metrics are :

Revenue growth.

Revenue per client.

Profit margin.

Client retention rate.

Customer satisfaction.

Accepted Answer

key performance indicator, a quantifiable measure of performance over time for a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress, and insights that help people across the organization make better decisions.

Accepted Answer

Key performance indicators are basically our targets which are set to up the process and met the customer expectations like in flikpart we have csat, pcd, RR,etc...these particular targets are set and as a agent we have to achieve those targets and these are our kpi.

Accepted Answer

Csat-75% & RR-90 And also maintain solve percentage

Accepted Answer

KPI stands for Key Performance Indicators. They are measurable goals set by your employers which help track your progress in a particular position. As well as matching your personal progress. It can include *PCD*: perfect call delivery *MTD*: Month till date *KPI*: Key performance indicators *AHT*: Average call handling *RAA*: Return approval accuracy *RR*: Resolution rate *TOV*: Tone of voice

Accepted Answer

key performance indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their progress and success at reaching targets.

Accepted Answer

KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress, and insights that help people across the organization make better decisions.

What is key performance indicator ( kpi )

Top Teleperformance Customer Service Executive interview questions & answers

Popular interview questions of Customer Service Executive

Top HR questions asked in Teleperformance Customer Service Executive