Food Tech & Q-Commerce

SMART KPIs: FOOD TECH & Q-COMMERCE

Strategic Insights

► Flexible Staffing: Helps manage seasonal demand fluctuations while reducing employee stress.

► Balanced Workforce: Ensures operational stability & service excellence.

Enhancing Service Quality & Advocacy

► Brand Affinity: Building brand affinity among contact centre teams improves service quality & fosters customer advocacy.

► Employee Engagement: Engaged employees are more motivated to resolve issues proactively, driving customer satisfaction.

FCR

(First Call Resolution)

Strategic Impact
Higher customer satisfaction & reduced operational costs

Industry Standard
80%+ in a well-optimized call center

AHT

(Average Handling Time)

Strategic Impact
Optimal Workforce Planning

Industry Standard
2 to 5 minutes per call, depending on query complexity

CSAT

(Customer Satisfaction Score)

Strategic Impact
Enhanced customer experience, higher revenue potential

Industry Standard
70%+ (Highly Satisfied)

NPS

(Net Promoter Score)

Strategic Impact
Increased customer loyalty, improved brand perception

Industry Standard
Above 50 (Positive Score)

Escalation

Rate & TAT

Strategic Impact
Improved trust in service quality

Industry Standard
Escalation Rate < 5%, TAT under 24 hours for most cases

Service

Level & Call Abandonment

Strategic Impact
Customer Experience

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

Agent

Productivity & Occupancy

Strategic Impact
Higher efficiency, reduced idle time costs

Industry Standard
75%-85% Occupancy for balanced efficiency

Churn

Rate

Strategic Impact
Reduced revenue loss, stronger retention strategies

Industry Standard
Below 1% monthly churn

Revenue

Per Call & Upsell Rate

Strategic Impact
Increases ARPU, maximizes CLV,
drives profitability

Industry Standard
5% to15% upsell success rate depending on proposition