Performance Conversations By Design – KPIs for CSRs

KPIs for CSRs Cover

“To measure is to know.  If you cannot measure it, you cannot improve it.” 

– Lord Kelvin

“You cannot manage what you don’t measure.”

– Peter Drucker

The pages that follow are to act as a guideline for CSR managers to begin thinking about their organizations from a data driven perspective.  There are several key performance indicators (KPIs) for customer service representatives that you, as a CSR or someone who manages CSRs, should be familiar with.  As a professional, you should be expected to be asked for your KPIs by your leadership team as a part of their management of the organization.  

You need to have answers. 

Don’t panic.  This isn’t rocket surgery.

In this paper, I have broken KPIs for CSRs into five main categories: Agent Demographics, Performance Metrics, Product Intelligence Metrics, Professionalism Metrics, and Heroic Measures.

Each section talks a little about the data you need to capture and where you get the data from.  Ideally, you will work for an organization where you will have this data feed into a dashboard that updates in real-time as changes occur.  The data will sit in a relational database where you can cut reports at will.  If not, you will need to do some heavy lifting and get really good at using Microsoft Excel.  For those you in the latter situation, I have presented the data in Excel.

Remember, this is the collection stage.  It’s only when this occurs can you start running models to find correlations and causality and start fine-tuning.

Create and customize the tables you find among these pages.  Ask more questions.  Ask different questions.  Ask outlandish questions.  Use this as a starting point to and update to your situation and adjust its wording based upon how you work and who you work with and for.  

Expand upon it.  Shrink it.  

Share it.  Share with me your success stories and flops.   

I want to learn more about you.

(BTW, all photos belong to their copyright owners.)


Thank you,

Bill Corrigan