Call Center Metrics

The best idea to measure call center performance is to combine Call Center KPI from commercial library of metrics and BSC Designer PRO - with all its powerful features.

Today call centers play a major role in sales and marketing initiatives of most large companies and are often responsible for generating and converting a large proportion of the leads. Quite invariably when such call centers are evaluated, their efficiency is evaluated on basis of their average revenues per call.

Increasing the revenues per call in a call center is a complex task as there is no magic technique that can achieve the same. Most often than not there is a whole set aspects to be taken care off which includes quality customer care to process efficiency. Thus evaluating these divergent metrics requires help of a suitable tool such as a balanced scorecard. On a balanced scorecard you devise your own call center metrics or take the help of ready to use call center scorecards as per your requirement.

A call center scorecard serves as basic reference point and help you quickly improves the revenues per call by allowing you to tailor you evaluation schemes according to its preset KPIs. It also serves as a valuable tool for small centers which lack the expertise to design their own evaluation metrics from scratch. Last but not least they help you save valuable time which otherwise is required for designing your own customised metrics and allows you to quickly start off the blocks.

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.

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

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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:

Agent and call center efficiency should be measured based on crucial customer service KPI as these indicators will help evaluate the performance of both agents and call centers vis a vis company goals. Â

Key performance indicators (KPIs) are measurements that can be quantified. These critical success factors vary depending on the nature of an organization. In the case of call centers, customer service KPIs are crucial indicators of overall call center performance.

It is undeniable that many call center managers are unaware about the crucial role that KPIs play in the management of call centers. Instead, they focus more on agent statistics such as average speed of answer and abandonment rate which industry experts consider as unimportant metrics. In contrast, KPIs are given importance for their ability to monitor and predict performance as well as identify, diagnose and resolve call center performance problems.

The average customer service call center employ technologies that can give them information access to more than 25 metrics. While these can assist managers in evaluating agent performance and utilization, some of these are unnecessary that they need to be narrowed down to those metrics that really matter. Call center experts identify five metrics that they consider most important. These metrics include cost per call, customer satisfaction, first contact resolution (FCR) rate, agent utilization and aggregate call center performance.

Cost and quality should be among the essential metrics as call centers exist to provide the best quality services at the lowest possible cost. In call centers, the most important cost metric is cost per contact. On the other hand, the best metric for quality of services is customer satisfaction. This explains why cost per call and customer satisfaction are two of the metrics included in the five essential call center KPIs as identified by experts.

First contact resolution (FCR) or the number of contact resolved during the initial contact with customer, is another metric that should be given importance as statistics show that call centers with low FCR rates also had low customer satisfaction ratings. While customer satisfaction could also be influenced by other variables such as Average Speed of Answer (ASA), and Handle Time, FCR is considered to be the single biggest driver of customer satisfaction. Agent utilization is also among the essential KPIs of call centers as it is the best measure of labor efficiency. Cost per call is decreased if agent utilization is high. Salaries and incentives of call center agents comprise more than half of call center expenses.

Reducing call per cost is the only leverage available to call centers to counter the effects of labor costs. Agent utilization, however, should not be kept at extremely high rates as this may result to employee burn out which in turn, leads to turnover. Lastly, aggregate call center performance is an essential metric as this is an indicator if the call center is improving or declining in terms of performance. The Balanced Score is established as the single score that measures the overall performance of a call center. This metric, when monitored over a period of time, will show stakeholders exactly how the company is doing.

There are other common metrics that were not included in the list of essential 5 customer service KPIs like call abandonment rate and average speed of call. While these can measure agent efficiency, they are less important and less effective as critical success factors.

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.