Key Risk Indicators (KRI) for Interactive Voice Response Performance Indicators

KRI (Key Risk Indicators) allows BI professionals from the Call area measure and control business risks.

• Free KRI Toolkit: Download now!
• Web-based KRI online with KPI Dashboard

KRI for Call business niche

The KRI for Interactive Voice Response Performance Indicators may address such indicators as:

• interactive voice response
• employee perspective
• agent satisfaction
• agent occupancy
• agent utilization
• customer perspective
• first-call resolution
• customer satisfaction
• agent monitoring
• internal processes perspective
• default to agent
• call length
• customer delay time
• ivr performance
• transaction failure rate
• transactions attempts
• abandon rate
• ivr abandoned rate
• agent queue abandon rate
• time to abandon in agent queue
• financial perspective
• cost per call
• return on investment

Why BI and risk specialists from the Call should KRI toolkit and indicators?

Key Risk indicators allows to estimate and control business risks..

Try the KRI Toolkit from Call Center Evaluation you will learn how to:

• build and use KRI;
• KRI: do-s and don’ts
• you'll have ready to use KRI template;
• you'll learn about practical application of KRI;
• toolkit includes KRI vs. KPI and Balanced Scorecard;