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Key Performance Indicators and its impact on organization objectives in Jordan contact centers: Case Study: Extensya “Customer Service through contact center

Islam A. Azzam, Hala Al-Nimri


Introduction: It is important for any organization to identify clearly its goals to gain the ability to achieve success and sustainability. Key performance indicators are important to be identified to achieve this success.  

Objectives: This study investigates the impact of meeting Key Performance Indicators on organization objectives.

Methods and subjects: The study has been conducted on Jordanian contact center sector at (Extensya Company). Questionnaires were distributed to Senior and middle management employees. The study comprise (79) questionnaire. Data collection techniques was acquired and accumulated data for 6 months period of time from the company records including the achieved percentages of KPI’s, and actual data of the organization objectives achieved.

Results: The results revealed that: There is a significant role of KPI’s on the organization profit. There is a significant role of meeting the KPI’s on enhancing customer/Client satisfaction. The findings indicated that there is a significant role of meeting the KPI’s on enhancing employee satisfaction. Finally, the results also showed that the organization objectives are affected positively by meeting the KPI’s.

Conclusions: In light of previous findings, the study presented number of recommendations: The study recommends the adoption of Key Performance Indicators (KPI’s) in Jordanian contact center organizations to achieve the organization objectives. Also to employ all operational decisions to make the goal of meeting KPI’s a subject to success.

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