KPI or key performance indicators are determiners

KPI or key performance indicators are determiners of what a BPO (business process outsourcing) company, under which the call center is categorized, should do to maintain balance in their company. KPI are variable figures that go up and down just like a lever depending on the performance MBT BoostMBT Sport of the company’s employees. If one of the KPI goes down where it already affects the company as a whole, then you can boost this certain KPI to neutralize the decline. It might be a little ambiguous at this point, but knowing what the different business process outsourcing KPI are can make things a whole lot clearer.

In a business process outsourcing company, the main KPI are as follows: quality, customer satisfaction or CSat, and average handle time or AHT. There might be components other than the three mentioned, but generally, these three are the main components. Call centers often have clients who demand a certain target to be met. This target is a set of values assigned for the quality, customer satisfaction rating, and average handling time of each call that will be handled by the BPO company or the call center on its client’s behalf. The calls we are referring here are the ones made by the client’s customers which the call centers are taking.The MBT Shoes Clearance, balance among the three main components of the KPI is not easy to achieve. For example, a call center aiming to increase its customer satisfaction scores of their calls would significantly drop their average handle time scores.