KPI of the Day – Customer Service: % Interactive voice response (IVR) completion rate
Definition
Measures the rate at which calls entered in the Interactive Voice Response (IVR) system are completed within the IVR.
The 585 Approach – key actions for managing employee performance
No matter how strong and well documented a business performance strategy is, an organization will never get to outstanding results unless it has a robust employee performance management in place. At the end of the day, the human factor plays an essential role either in the sound success, either in the tragic failure of an organization, no matter what its size is.
KPI of the Day – Business Consulting (BC): % Consulting hours generating revenue
Definition
Measures the percentage of consulting hours that are charged, thus generating revenue.
KPI of the Day – Utilities: # Water quality index
Definition
Measures water quality levels whilst incorporating station density adjustment, by aggregating data from five water parameters: Disolved Oxigen (DO), Electrical Conductivity (EC), Solvated Hydrogen Ion (pH), Total Phosphorus (P) and Total Nitrogen (N).
KPI of the Day – Customer Service: # Time to resolve complaints
Definition
Measures how long it takes to satisfactorily resolve a customer’s complaint after receiving it.
