Contact Centre Reality Check: Are Your KPIs Still Fit For Purpose?
How do you know if your KPI targets are still right for the environment you're actually operating in?
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It's crucial for contact centres to stop and reflect throughout the year.
This 45-minute session is designed to help you answer those questions - using real benchmark data from 300 UK contact centre decision makers to give context to your own numbers
What's covered?
- Where the sector stands right now
Economic pressures, rising agent workloads and the growing gap between operations investing in AI and those that aren't. The context your own performance sits inside.
- The benchmark data - by function
Key KPIs for outbound, debt collection, sales and inbound teams with year-on-year comparisons. Not to tell you what your numbers should be, but to provide a reference point to work from.
- Are your KPIs actually fit for purpose?
Why the sector average is rarely the right target. How to read your numbers against your own context- sector, team size, campaign type. Why agent data is a leading indicator worth tracking alongside your operational KPIs.
- Where the top operations are focusing
The key investment areas where the highest-performing contact centres are pulling ahead- and what that means practically for how you run your floor for the rest of the year and beyond.
Who should watch:
- Contact centre and operations leaders reviewing in-year performance
- Heads of sales, debt collection and customer care teams
- Anyone setting or reviewing KPI targets and technology investment priorities
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Contact Centre Reality Check: Are Your KPIs Still Fit For Purpose?
How do you know if your KPI targets are still right for the environment you're actually operating in?
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