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A BPO can have hard-working, conscientious agents, but if the key performance indicators (KPIs) in the BPO aren't met, or the agents feel disengaged from the team and/or process, this group of valuable assets can quickly become liabilities.

KPI stands for key performance indicators, while KRA stands for key results area. The difference between KRA and KPI is in what they measure. KPIs measure how a system is functioning, while KRAs measure the results from certain actions within a system.

The service level formula is simply the number of calls answered within the service level threshold divided by the number of calls offered, multiplied by 100. This then gives you a percentage service level.

FCR not only helps gauge customer satisfaction ? the higher your first-call resolution rate, the more satisfied your customers tend to be ? and, as a result, drive customer loyalty, but also measures your agents' efficiency and, ultimately, acts as an important factor in contact center profitability.

This is a useful touchstone whenever you're considering whether a metric should be a key performance indicator. SMART KPI examples are KPIs such as ?revenue per region per month? or ?new customers per quarter?.

Key performance indicator, a quantifiable measure of performance over time for a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress, and insights that help people across the organization make better decisions.

One of the most crucial call center KPI examples is Average Handle Time. This is the total duration, on average, that an agent spends with a customer. AHT is a valuable gauge to set performance benchmarks for the entire team and to identify who may need more training.

The First Call Resolution industry standard for a good FCR rate is 70% to 79%. Therefore, call centers with an FCR rate below 70% need improvement.