The choice of key performance indicators in implementation of balanced scorecard is one of the most important and critical stages of the entire implementation and maintenance process. Indeed, it is very important to choose winning key performance indicators (KPIs) in order to operate correct figures and data. It can be compared with building a house without a foundation or with a poorly build foundation. Such a house will not last for long. That’s why, creation of KPIs requires knowledge and experience. By the way, the wrong choice of key performance indicators is one of the most common mistakes in implementation of balanced scorecard system which was created in early 1990s by Norton and Kaplan.
BSC perspectives
What is the difference between balanced scorecard and others similar systems of business strategic management? Balanced scorecard was the first system to include nonfinancial indicators to evaluate intangible assets of the company. There is no problem with financial indicators as such. But their key disadvantage is that they tell us about past events, while strategic management implies forecasting. The strategy must include possible problems and obstacles on the company’s way to implementation of strategic goals. This is where nonfinancial indicators come into play.
Less view several examples applied to call center metrics. As known, call centers and help desks are those business units that are directly contacted by existing and potential customers. That’s why, call centers and customer support service is a pretty much responsible for retainment and attraction of customers.
KPIs for sales call center and support service
How nonfinancial indicators can improve financial results? For example, top management of the company requested that call center improve customer satisfaction by 50%. What does it mean in practice? It means that satisfied customers are more likely to make another purchase with the company, while potential customers will be predisposed to make their first purchase. As a result, the company gets increases revenue and a greater market share.
What about employee satisfaction? Statistics show that most satisfied employees have most satisfied customers. We can see here clear cause and effect ties between customer and employee satisfaction, and company financial results.
Through introduction of nonfinancial indicators to the balanced scorecard it is possible to plan future and communicate all four categories in BSC. All goals and measures in balance scorecard are interrelated, so in order to achieve financial results the company should fulfill goals in customer, internal processes, learning and growth categories.
Tags: call center bsc, call center KPIs, Call Center Metrics