Financial Services & Banking

SMART KPIs: FINANCIAL SERVICES & BANKING

Strategic Insights

► Tying incentives to performance & tenure helps reduce attrition & retain valuable knowledge within teams.

► Operating with comfortable buffers in business-critical processes prevents trade-offs between timelines & accuracy, ensuring consistent service quality.

FCR

(First Call Resolution)

Strategic Impact
Faster issue resolution, lower operational costs

Industry Standard
75%-85%

AHT

(Average Handling Time)

Strategic Impact
Optimized agent efficiency, improved fraud detection

Industry Standard
4-6 minutes per call (varies by complexity)

CSAT

(Customer Satisfaction Score)

Strategic Impact
Higher trust & brand reputation

Industry Standard
85%+ satisfaction score

NPS

(Net Promoter Score)

Strategic Impact
Stronger customer loyalty & retention

Industry Standard
Above 50 (Positive Score)

Fraud

Prevention TAT

Strategic Impact
Reduced financial losses & regulatory compliance

Industry Standard
Resolution within 1-3 business days

Service

Level & Call Abandonment

Strategic Impact
Faster service, increased customer confidence

Industry Standard
80/20 Rule (80% of calls answered within 20 sec), Abandonment < 5%