Consultants and owners of business-oriented web-sites will be interested in partnership program that is now available with BSC Designer.

With affiliate program that is now available for BSC Designer, it is possible to be affiliate and resell both - scorecards from commercial library and resell BSC Designer itself.

For more information about Balanced Scorecard Partnership check the partners section online.

Check the information above, if you are running web-site that focuses on call center and help desk performance management.

The Product Knowledge Management balanced scorecard is available now. The scorecard helps to measure, control and improve knowledge management efficiency in the company. The scorecard is available for download.

Check if information and knowledge about the product is kept and managed efficiently in your company.

For a call center to determine just how efficient it is at its chosen field, call center metrics should then be developed.

You just cannot discount the fact that call centers today are amongst the most successful businesses all over the world. And it is because of this fact alone that has caught the attention of many investors worldwide. Now, you just might be one of the many aspiring entrepreneurs who are considering delving into the call center business. But seriously, operating and manning a call center is not as easy as it may seem. By looking at the huge call centers that are operating today, you cannot help but wonder just what do they have? What is that certain gusto behind their success? If there is something that successful call centers have in common, aside from the superb quality they get from the agents that they hire, it is metrics. Yes, call center metrics.

In fact, no call center can ever do without call center metrics. This is because these are the metrics, the indicators themselves, which show you in quantifiable terms just how good, or bad, your call center is performing at the moment. If you own a call center, and you ask yourself how your center is doing, just how can you answer that question? Do you refer to the yearly revenue your call center is garnering? Would that answer your question satisfactorily? With the many aspects underlying the success of call centers, revenue alone does not really answer the question. This is why call center metrics are very much needed in the setting.

So, in developing call center metrics, you have to consider the need to develop KPI’s, or key performance indicators. These are the indicators of performance that you need to place into the context of your call center, the markers, to be more specific. Bear in mind that there is actually a need to keep the number of metrics to be used at a moderate amount. If you use too many metrics, then too much time and effort would be exerted in analyzing performance. When you use too few metrics, then the evaluation would be too broad as well. In the call center setting, it is actually recommended to use just 5 metrics. The commonly used ones include: Customer Satisfaction, Call Cost, First Call Resolution, Agent Efficiency, and Overall Call Center Performance.

In developing call center metrics, you will surely notice how some of the metrics are related to other metrics. For instance, customer satisfaction is related to first call resolution, as well as call quality. So, what constitutes customer satisfaction, to be exact? Let us then look at first call resolution and call quality as individual metrics. If you were the customer, what determines call quality for you? Wouldn’t it be first call resolution? If the agent is unable to resolve the issue you are calling about in his first attempt, then this would not spell out that much quality for you. Thus, first call resolution constitutes a bigger part of customer satisfaction, when compared to call quality.

There is indeed a need to be as organized as possible when developing call center metrics. This way, you are sure to have an objective perspective when choosing which metrics to use and plot on your scorecard. With the scorecard in tow, you can then proceed to measure just how efficient and successful your call center is when it comes to performance.

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.

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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.

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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.

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• Buy Now | Download trial version.

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

We have ran this web-site to share our vision about various ways of measuring customer service performance units. This unit might be call center or help desk or email client center.

It is important to know how to measure the performance of these units. We will tell about tools that might be used to measure performance, such tools as Balanced Scorecard, Metrics, KPIs (Key Performance Indicators).

We will give post links to some software tools that make measure and controlling call center performance easier.