The Telecommunications KPI Dictionary

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The Human Telecommunications KPI Dictionary

By assembling the first comprehensive dictionary of Key Performance Indicators (KPIs) for the Telecommunications industry, The KPI Institute provides professionals a useful resource for novices and experts alike.

It can be used in the early stages of implementing a performance management framework, in the process of selecting and documenting KPIs, but also to improve an existing performance measurement system. 

Structure of The Telecommunications KPI Dictionary

The KPI taxonomy presented in the dictionary covers all major functions of the Telecommunications industry, such as: 

  • Call center
  • FTX
  • Telecommunications


  • Build a feasible workforce
  • Perfect people policies, practices and systems
  • Ensure that the financial and operational telecom models achieve their targets
  • Offer valuable insight on the quality of inbound and outbound calls

This dictionary provides valuable information on over 110 KPIs not only by defining them, but also by presenting the calculation formula for each and every one of them. It is an innovative tool, essential for assessing and optimizing your performance in 3 main categories:

Call Center



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"I have referred to a report from for one of my assignments earlier and have found it very helpful."

Birju Sheth, India

"The materials are designed in a simple yet rich way."

Senior Performance Specialist, National Water Company, Saudi Arabia

"Great value taken from the content that could be easily applied to our organisation."

Head of Human Resources Business solutions, Qatar Petroleum, Qatar

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