Quick Answer: What Are The KPI In BPO?

What is a good KPI?

A KPI should be simple, straightforward and easy to measure.

Business analytics expert Jay Liebowitz says that an effective KPI is one that “prompts decisions, not additional questions.” For example, “How many customers did we add this quarter?” is clear and simple..

How do you calculate KPIs?

Total sales revenue received divided by total sales revenue invoiced. Total sales revenue divided by total hours spent on sales calls that generated that revenue.

What are the 5 key performance indicators?

What Exactly Are the Most Important Financial KPIs That Inform Business Strategy?Revenue Growth. Sales growth is one of the most basic barometers of success for any business. … Income Sources. … Revenue Concentration. … Profitability Over Time. … Working Capital.

What is KPI in telecom?

Key Performance Indicators (KPI) are a measure of successful network performance and its quality. With growing customer base and continuous addition of capacity and coverage sites, operators need to continuously monitor the KPIs of their network to assess service quality.

What is ROI in HR?

The ROI measures the financial return on an investment made, or it can be applied to a business measuring the performance of the firm by assessing the net profit compared with the overall net worth of the company.

How is SLA calculated?

Resolution SLA% = The percentage of the number of tickets resolved within the SLA divided by the total number of tickets resolved during the selected time period within the filters.

What are examples of KPIs?

Examples of Financial KPIsGrowth in Revenue.Net Profit Margin.Gross Profit Margin.Operational Cash Flow.Current Accounts Receivables.Inventory Turnover.EBITDA.

What are the 7 major HR activities?

So, let us find out more about each of these seven functions of HRM.Job design and job analysis. … Employee hiring and selection. … Employee training & development. … Compensation and Benefits. … Employee performance management. … Managerial relations. … Labour relations.

What is KPI in salary?

Key Performance Indicators (KPIs) are the data that drives efficiency and optimization within companies, and the numbers drawn from the payroll function are some of the most important for any organization. These are not measurements taken for measurement’s sake.

What is AHT formula?

Calculating AHT (Total talk time + total hold time + after call work time) / total number of calls. AHT can be assessed per agent, per department, or across the organization.

What are KPIs explain?

Key Performance Indicator (KPI) Definition A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets.

What is KPI and KRA in BPO?

KPI or the key performance indicator is a measurable value that determines whether a business is successfully achieving key business objectives or not. … KRA (key result area) in BPO aligns businesses and professionals with the tasks that need to be accomplished for achieving the desired goals.

What is KPI in HR?

Human Resources key performance indicators (HR KPIs) are metrics that are used to see how HR is contributing to the rest of the organization. This means that HR KPIs measure how successful HR is in realizing the organization’s HR strategy. The HR strategy follows the organizational strategy.

What is SLA in BPO?

A well-written service level agreement (SLA) stands as a critical component of the relationship between a client and a BPO (Business Process Outsourcing) provider.

What are the 3 types of SLA?

ITIL focuses on three types of options for structuring SLA: Service-based, Customer-based, and Multi-level or Hierarchical SLAs. Many different factors will need to be considered when deciding which SLA structure is most appropriate for an organization to use.