Powering Success with Smart KPIs

SMART KPIs: TELECOM

Strategic Insights

► Boost Sales:Unlock new revenue with product & service upselling.

► Enhance CX:Deliver personalized, value-driven experiences.

► Motivate Teams:Empower agents with revenue-generating opportunities.

► Customer First:Solutions matter more than speed.

► Accuracy Wins:Fix it right, then fast.

► Build Trust:Reduce repeat calls, enhance CX.

FCR

First Call Resolution

Strategic Impact

Faster issue resolution, lower operational costs

Industry Standard
80%-85%

AHT

Average Handling Time

Strategic Impact

Optimized agent efficiency, better resource utilization

Industry Standard
3-4 minutes per query

Order

Accuracy Rate

Strategic Impact

Fewer complaints & refunds, improved trust

Industry Standard
98%+

Delivery

Time & On-Time Rate

Strategic Impact

Reduced customer frustration, higher retention

Industry Standard
85%+ on-time deliveries within promised time

CSAT

(Customer Satisfaction Score)

Strategic Impact

Higher repeat orders, improved brand loyalty

Industry Standard
85%+

NPS

(Net Promoter Score)

Strategic Impact

Increased word-of-mouth growth, lower churn

Industry Standard
Above 50 (Positive NPS Score)

Refund

& Compensation Rate

Strategic Impact

Reduced revenue loss, improved profit margins

Industry Standard
Less than 2% of total orders

Service

Level & Call Abandonment

Strategic Impact

Faster support response, better customer experience

Industry Standard
80/20 Rule (80% calls answered within 20 sec), Abandonment < 3%

Agent

Productivity & Occupancy

Strategic Impact

Efficient workforce utilization, lower costs

Industry Standard
75%-85% Occupancy Rate

Churn

Rate

Strategic Impact

Reduced customer loss, higher lifetime value

Industry Standard
Below 5% monthly churn

Digital

Deflection Rate

Strategic Impact

Cost savings through automation, improved scalability

Industry Standard
40%-50% of queries handled via self-service

Offices

Corporate Office:
FPAI Building, 2nd Floor, Plot #10, Sector 4, R.K. Puram
New Delhi, Delhi 110022

Registered Office:
Plot No. 26, Forest Park, Bhubaneswar, Odisha - 751009

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Other Locations

  • Asansol

  • Bengaluru

  • Bhubaneswar

  • Mohali

  • Guwahati

  • Hyderabad

  • Noida

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