| Category | KPI | 2014 |
| IB | Answered Rate/接听率 | ≥ 94% |
| IB | Service Level/服务水平（10秒内接通电话率） | ≥ 87% |
| IB | IVR Satisfaction Rate/IVR满意度 | ≥ 97% |
| IB | One-time Resolution Rate/一次性解决率 | ≥ 85% |
| Complaint | Escalation Rate/投诉升级率（升级给甲方） | ≤ 8% |
| Complaint | Follow-up Rate/投诉按时跟进率 | 1 |
| OB | Workload/工作量 | ≥ 120 |
| Data-audit | Accuracy/准确率 | ≥ 97% |
| Team | Report Quality/报表质量 | ≥ 95% |
| Team | QA Score/QA成绩 | ≥90 |
