KPI Definition

AHT Includes
Talk time/ADC: Time that Agent is speaking directly with the customer and
does not include HOLD or ACW. ACD stands for Average Call Duration.
Hold: Time during a call in which the associate spends with the call on hold,
inclusive of transfer hold time.
ACW: Time where associate performs tasks after disconnecting with the
customer, also referred to as “wrap-up”. During this time the Agent is not
available to accept any inbound calls.
Example: The target is communicated as 300 seconds.
A commitment between a service provider and a client (and so set by the
SLA / SL (Service client and Sitel), which states the percentage of contacts that must be
Level Agreement) answered within a set amount of time.
Example: 80% of calls must be handled/answered in 20 seconds.

Quality Qualifies how well an Agent follows the client’s expected call flow:
customer satisfaction, content of the answer, style of the exchange, feel of
the conversation and added value.
Example: A target of 85% expected for a particular campaign.

NPS (Net It measures how likely the customers are to recommend the brand.
Promotor Score) Example: A score between 8 and 10 expected.

FCR (First Call It measures the capacity of resolving the issue on the first contact.
Resolution) Example: The Agent is expected to resolve the issue in 75% of his contacts.
The amount of time the associate spends performing tasks after
ACW (After disconnecting from the call, also referred to as ‘wrap-up’. During this time,
Call Work) the Agent is not available to accept any inbound calls.
Example: The Agent needs 1 minute to complete or update the file at the
end of the call.

CSAT (Customer It is a measure of how products and services supplied by a company meet
or surpass customer expectation.
Satisfaction)
Example: A score of 85% expected on a specific campaign.