Call Center Metrics

Help Desk metrics focus on measuring customer service performance.

 

This metric focuses on more specific details than Customer Relationship metrics providing more indicators for evaluation of customer support service.

Help Desk indicators are grouped into fours categories:

• Service Excellence. This group contains four customer service specific indicators: Customer Satisfaction, Response Time, The call abandon rate, Employee Proficiency.
• Program Excellence. This group helps to evaluate how good are solutions that customer service provide, indicators for this group are: Call Volume, Solution Accuracy, Reliability of Predefined Solutions, Tracking Accuracy.
• Performance Excellence. Helps to estimate overall performance of customer service, include such indicators as First Time Settlement, Resolution Excellence, Resolution Time, Agent Commitment.
• Quantitative Control. This group of indicators give a quality control over help desk performance, use indicators: Number of calls, Time controller, Opened tickets, Closed tickets.

Get Balanced Scorecard Metrics

• Buy Now | Download trial version.

Please, download and try trial version of HR Scorecard before placing order.

CRM Metrics Scorecard helps to find out if your Customer Relationship processed are running well.

Customer Relationship Metrics focuses on some general indicators that helps to measure performance of customer relations unit within company.

This Balanced Scorecard focuses on four main groups of indicators:

• Market Invasion. Helps to evaluate the scope and speed of market invasion. This group contains the following indicators: Accession Rate, Diminution Rate, Market Penetration, Retention Rate.
• Customer Quality. Contains quality specific indicators. This group contains the following indicators: Customer Loyalty, Customer Value, Customer Long-Term Value, Customer Life Span.
• Customer Segmentation. Metrics that help to check basic customers’ segmentation. This group contains the following indicators: Happy Customers, Satisfied Customers, Dissatisfied Customers, Customer Potential.
• Damage and Recovery Manager. Helps to evaluate possible loses due to customer relationship problems. This group contains the following indicators: Risk Factor, Dissatisfaction Management, Damage Control, Customer Recovery, Service Quality.

Get Balanced Scorecard Metrics

• Buy Now | Download trial version.

Please, download and try trial version of HR Scorecard before placing order.

Call Center Balanced Scorecard focuses on measuring and controlling of Call Center performance.

 

This Scorecard contains indicators that are highly specific for measuring the performance of phone support services. The four group of indicators provides manager with balanced analysis over call-center performance.

• The Financial perspective – Calls revenue, costs, conversion. Includes indicators that helps to measure financial aspects of call-center performance. Indicators within this category are: Revenue per successful call, Cost per call, Conversion rate.
• Internal Process perspective – Calls handling and processing. This group of indicators helps to measure Average call-handling time, Number of Sales attempts, Caller’s Segmentation, Support Service Availability.
• Coaching in call-center perspective allows to find out if education and growth processes are organized well. This perspective includes such indicators as Coaching time, Supervisor responsibilities, Coaching methods.
• Another group of indicators is Calls quality, this group includes such indicators as Response time quality, Customer loose rate, First-call resolution, Save rate.

Get Balanced Scorecard Metrics

• Buy Now | Download trial version.

Please, download and try trial version of HR Scorecard before placing order.