Efficient call center

Question

Do it yourself

In the trading company that pays me money, before my arrival there was an analog PBX Panasonic. With my help, they transferred everything to sip and installed software from oktell. There is a sales department. Calls are incoming only.
They offered to stay with them and develop a call center.
Help form key performance indicators for sales managers. The search engines did not give anything sensible. Perhaps some of you already had such completed projects?
I heard about the COPC standard, but it's in English. I have problems with foreign languages.

Answer 1

KPIs are set by business people (read department heads) to achieve business strategy indicators. For each organization, they are mostly individual.
Offhand
www.hr-academy.ru/to_help_article.php?id=51
pmcommunity.ru/forum/showthread.php?t=4491

Answer 2

If there are calls at the entrance and sales at the exit, respectively, the KPI is clear. The number of calls converted into customers. If the call center makes active sales, then the number of made outgoing sales is automatically added. Again, this is common. If your sales system consists of a chain of contacts, then, accordingly, at each stage, the need for a checkpoint looks and, if necessary, it is taken into circulation.

Answer 3

The number of calls converted into customers is a conversion and this is understandable. The task is how and by what indicators to determine which operator A is better or worse than operator B

Answer 4

In the beeline, for example, there are such characteristics: the length of the call (the faster they kicked out, the better), the second call (if the client has not contacted again, it’s good).
Therefore, it is necessary to highlight the main goal of the company, how the call center solves it, what contributes to this.

Answer 5

Read Delivering Happiness (in Russian - Delivering happiness ), do your customers a favor :)