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ARCHIVED - Using External Service Delivery Key Performance Indicators

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MAF Category: Citizen-Focussed Service

Theme: Service Access

The working group has identified three primary KPIs for measuring the ability of citizens to access a specific GoC phone service. Call Access is a call centre industry standard measure that measures the percentage of calls that are accepted by the ACD. Caller Access measures the percentage of unique phone numbers accepted by the ACD. Both measures are primary indicators of customer satisfaction. Abandoned Calls measures callers who successfully accessed the phone service but chose to hang up either as a result of prolonged waiting for agent service or as a result of not finding a relevant answer through the interactive voice response (IVR) self-service feature.

There are some telephony management configurations that can directly affect these indicators. For example, some GoC call centres advise callers of expected wait times while queued for an agent. Many callers choose to terminate their call at that point—this is commonly measured as an IVR termination within the service threshold, i.e. a "successful" completion. Other GoC call centres advise callers requesting agent service that the wait period exceeds the service level threshold (i.e. 90% of calls answered within four minutes), provide advice to call later, or try an alternate channel and terminate the call. These calls should be considered as a service refusal and counted appropriately.

Call Access

Percentage of calls presented that get into the ACD

(Calls Answered + Calls Abandoned) X 100
Calls Presented

Caller Access

Percentage of unique callers who get into the system

Total Unique Telephone Numbers Completed X 100
Total Unique Telephone Numbers Attempted

Calls and Callers: Vendor Specifics

System	Source
Northern PBX (MAX 6/7)	Report Name: ACD-DN Route Performance Column/Data Name: Calls Answered = Calls ANSWD
Centrex MAX 100	Report Name: Summarized ACD-DN Call Analysis Column/Data Name: Calls Answered = ANSWD
Centrex Perimeter	Report Name: Demand and Resource
Symposium	Report Name: Taken from CDN statistics

Abandoned Calls

Percentage of clients who hang up before receiving service whether within IVR or waiting for agent service.

(Queued Calls Abandoned + IVR Calls Abandoned Before Service) X 100
(Calls Answered + Calls Abandoned)

Not all ACD technologies provide GoC managers with the ability to distinguish successful IVR hang-ups from unsuccessful call terminations. If possible, managers should include only unsuccessful call terminations within this metric. However, if impractical, managers can program their technology to identify all voluntary terminations or hang-ups.

Abandoned Calls: Vendor Specifics

System	Source
Northern PBX (MAX 6/7)	Report Name: ACD-DN Route Performance Column/Data Name: Calls Answered = Calls Answd Calls Abandoned = Calls Abdnd
Centrex MAX 100	Report Name: Summarized ACD-DN Call Analysis Column/Data Name: Calls Answered = ANSWD Calls Abandoned = ABAND
Centrex Perimeter	Report Name: Demand and Resource Column/Data Name: % Abandoned
Symposium	Report Name: Taken from CDN statistics Column/Data Name: Percent Abandoned