Key Performance Indicators (KPI) Crossword

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Across
  1. 2. Number of contacts transferred as a percentage of handled counts.
  2. 4. if this increases, it raises alarm bells across organizations on long term supportability of business
  3. 5. Total amount of contacts connected by an Expert.
  4. 7. Time spent by expert on the customer (hint: used in our live services)
  5. 8. number of times a customer calls back in 24 hours
  6. 9. Average time a customer is in queue before an expert answers
  7. 12. this is the most important clue that reveals why customers contact us
  8. 14. This metric gives us an understanding of the rate of customers who attempt to get front line support for their issues that end up escalation
Down
  1. 1. Percentage of contacts answered with in a Business Units defined acceptable time frame. As defined by the system
  2. 3. if we don't have these, we all are in big trouble
  3. 5. the review of high risk account access/account modification requests
  4. 6. measures productivity of an expert. if it gets too low or too high- becomes cause for concern
  5. 10. "(abbreviation) graduated from a nursing program and met the requirements outlined by a country, state, province or similar government-authorized licensing body to obtain a nursing license"
  6. 11. Number of contacts that come into the queue
  7. 13. also known capacity loss due to planned or unplanned events (biggest sore in our backs during season)
  8. 15. our quality of service depends on how well this is done