Call Center Metrics

The case study on United CallSoft highlights the significant role that techniques like Balanced Scorecard can play improving the employee productivity in call centers. A key insight that this case offers us is the fact that managers at call center should understand that the workstation conditions are appropriate for workers minimizing the negative effects on their health. This is because of the observation that several the health disturbances have direct impact on the employees’ performance. The developers of the call center should pay the desired attention to such aspects for creating comfortable surroundings. These should be able to assist the workers in their functional requirements of processes and job.

However, the intended users should pay attention to the fact that ‘not every countable measure is countable and not every countable parameter can be counted’. Collecting metrics just because those can be easily counted will not serve the purpose rather push the firm in a wrong direction altogether. Therefore, the key is to settle for only those pieces that are most likely to convey the ongoing situation in as precise manner as possible. To arrive at such a set, one can bank upon the best practices being followed by industry leaders. Read more in Call Center Balanced Scorecard Case Study.

KPI Name: Cell Phone Balanced Scorecard Metrics

Related KPIs: Customer Relationship, Call-Center, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty, Internet Access, VOIP

• Download Cell Phone KPI trial version
• Buy Cell Phone KPI full version

Customers also viewed: Personal Productivity

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Cell Phone Balanced Scorecard Metrics KPI to show both - Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

There are number of reasons which force companies to provide corporate cell phones or network connections to their employees, which include better tracking, improved coordination, cost savings, etc. With KPIs these companies are able to judge the efficacy of the cell phone schemes used by them with ease. Cell Phone KPIs for user companies are basically configured under four parameters- cost savings, customization, operation and control, and lastly employee tracking.

Cost Savings Perspective shows the level of savings made by the companies with the use of corporate mobile networks. It consists of KPIs like % dip in internal phone costs, % dip in external or distant phone expenses, % savings in bulk purchase of cell-phones connections and % reduction in internet networking costs for employees.

Customization Perspective takes into consideration KPIs like customization level of corporate mobile network schemes, % rise in discounts on corporate employee mobile schemes, number of value added features enjoyed and rise in cheaper tariff plans.

Operation and Control Perspective talks about KPIs such as improvement in Connectivity Level on same mobile network, staff optimization level, control level over mobile usage and spending policies and security level adequacy.

Employee Tracking Perspective shows the effectiveness of mobile networks in enhancing employee tracking. It comprises of KPIs like improvement in employee tracking, rise in employee efficiency, employee coordination level and rise in employee safety.

KPI in Excel - Screenshot:

KPI Name: VOIP Balanced Scorecard Metrics

Related KPIs: Customer Relationship, Call-Center, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty, Cell Phone, Internet Access

• Download VOIP KPI trial version
• Buy VOIP KPI full version

Customers also viewed: Personal Productivity

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the VOIP Balanced Scorecard Metrics KPI to show both - Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Since its inception, VOIP service has earned the attention of both small businesses and enterprises and has certainly surpassed the traditional communication techniques in many ways. From excellent network connection service to huge amount of cost savings, VOIP service offers great benefits to the users. One can easily arrange the KPIs for VOIP users under four perspectives- network quality, cost savings, VOIP service efficiency and customer service.

Network Quality Perspective helps in measuring the quality of network connection offered by the VOIP service provider. It takes into account KPIs such as connection success rate, reduction in connection delay, network efficiency ratio and call setup time.

Cost Savings Perspective talks about the KPIs in the form of % reduction in phone costs,
% reduction in bandwidth costs, % dip in personnel costs used for handling call operations and savings in infrastructure and maintenance redundancies.

VOIP Service Efficiency Perspective comprises of KPIs such as % of calls with one or more DSQ Event, % of time segments when the call quality was inappropriate, % of calls with listening/conversational quality less than desired and security level score.

Customer Service Perspective can be used to judge the level of customer service related to the VOIP service. It consists of KPI like average service response time, % reduction in network problems resolution time, number of associated features provided by the VOIP service provider and service access level.
KPI in Excel - Screenshot: