Financial indicators
Is the key to the user and operational support the summary of the indicators. Through the financial indicators, we can realize the effectiveness of operational management. Financial indicators often contain gross income per month, the monthly total operating costs, the average transaction cost, average cost position and return on investment, etc.
呼叫中心可以通过对关键用户指标和运营支持指标所取得成绩的改善来最终提高自己的财务指标值。
Call center can through to the key users and operation support the achievements of the improvement to ultimately improve their financial indexes.
Operation support indicators
Internal support index, corresponding to key users indicators help call center, set the target. Usually from quality, efficiency, accessibility and development four aspects to consider.
The prediction accuracy, for example, hiring accuracy, for completion, absenteeism, growth rate, etc. Call center must measure index of operation support. Through the management of the operation support index to indirect services to help the key customer standard indicators.
Call center must be operational support index set goals, and to the target and key agreement index required by customer.
The call center should be collected on a regular basis operation support index (object contains personal and business entities), and compare it with the target. For there is no standard index, through effective ways to improve it.