The key performing indicators (KPIs) are the most valuable asset of any company. It demonstrates the values that highlight the effectiveness of a company achieving key business objectives. It is important to evaluate the progress while reaching a target.  

This is where KPIs play a vital role.

Both high-level KPIs and low-level KPIs are equally important for industry. The former portrays an overall summary while the latter gives a process-oriented glance. The task of defining the right KPIs in accordance with the business objectives is a game-changer. The strategies, targets, and business objectives keep changing for each contact center.

Adopting the industry-recognized KPIs will not aid in attaining success. Apart from only measuring the KPIs, appropriate action needs to be taken on each of them.

Let’s understand this from a contact center perspective.

Keeping up with the best CSAT score is the prime objective for every contact center. Here is how to correctly define the KPIs that help contact centers:

• Provide clear objective for the KPIs
• Share it with associates
• Evaluate, iterate, and re-evaluate
• Make sure the KPI is actionable
• Review it on a real-time basis
• Update your KPI objectives as needed.

Once the KPIs are identified, it is essential to align them with the business strategy and keep them under control. Quality monitoring tools like QEval that feed into the KPIs by contact centers and the tool takes care of the rest.

The QEval monitoring tool has the ability to build a customized KPI dashboard for both supervisors and agents. The agent dashboard shows the complete scenario of goals, progress, and the highlighted skills where they need to improve. The dashboard also predicts the agent’s performance if the highlighted skills are improvised. A supervisor dashboard tracks the performance of the entire team in one go and assures they are aligned with the targets.

Once all the processes are executed properly, a contact center will benefit from the benefits mentioned below by measuring the KPIs:

• Transparency of performance at all levels
• Clear communication of vision and targets
• Identify the loopholes and fix them immediately
• Keeping everyone updated with the progress
• Benchmarking of agents
• Access to the right information to make informed decisions.

This is how implementing KPIs helps contact centers to achieve higher CSAT!