As a Trusted Advisor, you must ask your prospects what their actual KPI numbers are to identify areas for improvement. If productivity, quality, and performance are our starting points, then it’s up to you to dive deeper to understand exactly what goals - and related KPIs - your prospects are focusing on. The following chart provides examples of some common and specific KPIs that a contact center could potentially solve. Productivity Quality Performance Calls (interactions) per hour Service level Customer save rates Average handle time Quality evaluation scores Sales rates Average wrap time % of complaint calls Number of new leads sourced Average time to answer Customer survey results New customers acquired First contact resolution E-learning test scores Identification of operation issues % of calls handled by IVR and web Appropriate use of wrap-up system Identification of competitive challenges Occupancy rate Adherence to policies / procedures Abandoned call rates GOAVANT.NET