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
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:
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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:
Tags: Balanced Scorecard, kpi, VOIP