But how to select the right levels of measurement? Here is an introduction to setting the right KPIs.
KPIs, or Key Performance Indicators, are determinate values that indicate the effectiveness of reaching business objectives. These indicators are used to evaluate current performance and help take steps to optimise it. Every process that could use improvement starts with the realisation of the “need”.
When KPIs are strategically chosen and rightfully interpreted, coherent and descriptive, the business aligns the goals with the steps to take and the road becomes clear.
The purpose of identifying KPIs
The most important step is to focus on the roadmap and goal achievement of your company.
Aligning KPIs with the mission and vision is a key factor for improving processes. This will bring role clarity and expectations supporting your ultimate goal, whatever that may be.
Moreover, keeping clear mission and vision outliers keeps agents focused and determined, since they know where the company is headed and what it wants to achieve.
Motivation of employees is one determining factor in operationalisation and the right tools for motivation are indispensable.
KPIs not only measures current performance, but also gives detail about future expectation. After all, only that what is understood can begin to change for the better. Clarity on current position brings future certainty and motivation for improvement.
The clarity of KPIs: vision, mission and goals
Start with defining your company: What does it stand for? What do you believe in?
Then, revise the mission you have already chosen: Does it contain all the information? Is it explicit enough? Does it adhere to the vision?
Mission and vision, although shared with the external environment, are internal statements meant to display where you are headed and how to get there.
To execute the mission smoothly, goals are set. These goals should keep employees organised and the focus centered, so everyone in the company knows where you are going. Moreover, these goals keep the dots connected between the daily tasks and the long-term goals.
Here’s where KPIs come in focus: Goals need clarity as well. To emphasise the quality of the work done and to show the importance of goal management, KPI measurements help you position your current situation on the vision-achievement scale. They are basically an indispensable tool for understanding daily progress.
After all, visualising the path to your vision keeps clouds away.
Benchmarking
KPIs help keep track of internal progress and achievements, while also providing an accurate representation of the workforce in your contact center. This helps you monitor and compare the progress: now vs. 6 months ago.
Benchmarking is very important for understanding the routine and adjusting processes in the company. It also adds to the motivation, as progress can be kept updated.
As operations start to become smoother, the benchmarking standards can be adjusted to new numbers/goals, and so putting you on the road to reaching new targets and ultimately completing goals.
In conclusion, identifying correct KPIs is sometimes not as easy as it looks. Thorough research needs to be done before deciding on the indicators. These steps ensure a clearer objective and deepen the knowledge on how and why KPIs are important.
Tune in for more information soon, where we provide you with our expertise regarding the 3 levels of value for the Contact Center.