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Key Performance Indications

Leading Practice Service Levels-HR Shared Service Center

Contact Center

Ranking Type Metric Target Minimum Frequency

GPI Availability Abandonment Rate. An abandoned call is defined as a call that is disconnected by 3.00% 5.00% Monthly

the caller after the call is transferred to the representative queue. This measure is

calculated as the number of abandoned calls divided by the total number of

telephone calls.

GPI Availability Average Speed to Answer. Measures the speed with which inbound calls to HR 85.0% 80.0% Monthly

Contact Center are answered. Calculated as calls answered within 45 seconds

divided by the total number of calls.

KPI Availability Wait time. Wait time is defined as the amount of time a caller waits to speak with a 80% 80% Monthly

service center representative, after the call is transferred to the ACD system. Wait

time is calculated from the time a caller requests to be transferred to a service center

representative to the time the caller reaches a service center representative. The

measure is communicated in terms of the percentage of calls that reach a live voice

within thirty (30) seconds.

KPI Availability Blocked Calls. A blocked call is defined as a call where the caller receives a busy 1% 1% Monthly

signal from provider due to insufficient phone lines. The measure is calculated as

the total number of telephone calls with busy signals divided by the total number of

telephone calls.

CPI Effectiveness Customer Satisfaction. % of respondents rating their service experience 85.0% 80.0% Monthly

(Satisfaction with phone service experience) in the top two boxes (4/5). # of

respondents scoring 4 or 5 on a scale of 1-5 (Very Satisfied-5, Somewhat Satisfied-

4, Neither Satisfied nor Dissatisfied, Somewhat Dissatisfied, Very Dissatisfied)

divided by the total number of respondents.

CPI Effectiveness First Call Resolution. Measures the percentage of calls that are resolved at the 85.00% 80.00% Monthly

first level by the Tier 1 Agent (i.e. no case was escalated or required follow-up).

Calculated as the number of Service Center contacts (calls or email) resolved on the

first contact divided by the total number of Service Center contacts.

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