The Call Center Balanced Scorecard · PDF fileMetricNet's Call Center Balanced Scorecard The Call Center Balanced Scorecard Step 1 Six critical performance metrics have been selected

The Call Center

Balanced ScorecardYour Overall Measure of Call Center Performance!

MetricNet Best Practices Series

MetricNet's Call Center Balanced ScorecardMetricNet's Call Center Balanced Scorecard

1© MetricNet, LLC, www.metricnet.com

Some Common Call Center KPIs

Cost per Contact

Cost per Minute of Handle

Time

Cost Productivity

Service Level

Quality

Call HandlingAgent

Average Speed of Answer

(ASA)

Call Abandonment Rate

% Answered Within 30

Seconds

Percent of Calls Blocked

Agent Utilization

Contacts per Agent per

Month

Customer Satisfaction

Call Quality

First Contact Resolution

Rate

Agent Occupancy

Agent Turnover

Daily Absenteeism

New Agent Training Hours

Annual Agent Training Hours

Agents as % of Total FTE’s

Schedule Adherence

Agent Tenure

Agent Job Satisfaction

Call Handle Time

After Call Work Time

IVR Completion Rate

Agent-less Completion Rate

% of Calls Transferred

MetricNet's Call Center Balanced Scorecard

The Call Center Balanced Scorecard

Step 1

Six critical

performance

metrics have been

selected for the

scorecard

Step 2

Each metric has been

weighted according to its

relative importance

Step 3

For each performance metric,

the highest and lowest

performance levels in the

benchmark are recorded

Step 4

Your actual

performance for

each metric is

recorded in this

column

Step 5

Your score for each

metric is then calculated:

(worst case – actual

performance) / (worst

case – best case) X 100

Step 6

Your balanced score for each

metric is calculated: metric

score X weighting

2

Worst Case Best Case

Cost per Contact 25.0% $8.47 $4.33 $6.50 47.6% 11.9%

Customer Satisfaction 25.0% 62.7% 98.3% 98.3% 100.0% 25.0%

First Contact Resolution Rate 15.0% 58.5% 88.7% 70.4% 39.4% 5.9%

Agent Utilization 15.0% 47.2% 73.1% 47.2% 0.0% 0.0%

Agent Job Satisfaction 10.0% 64.8% 93.0% 80.0% 53.9% 5.4%

Average Speed of Answer (ASA) (seconds) 10.0% 138 12 45 73.8% 7.4%

Total 100.0% N/A N/A N/A N/A 55.6%

Performance MetricMetric

Weighting

Performance Range Your Actual

PerformanceMetric Score

Balanced

Score



Benchmarking Your Overall Performance

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Ba

lan

ced

Sc

ore

s

High 86.5%

Average ----- 50.3%

Median 50.3%

Low 13.8%

Your Score 55.6%

Balanced Scores

Key Statistics



The Call Center Performance Trend

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Call

Cen

ter

Bala

nc

ed

Sc

ore

12 Month Average Monthly Score



1. Start By Downloading Your Scorecard Template



Total 0.0% N/A N/A N/A N/A 0.0%

Metric ScoreBalanced

ScorePerformance Metric

Metric

Weighting


Performance


2. Select the KPI’s for Your Scorecard



Cost per Contact


First Contact Resolution Rate

Agent Utilization

Agent Job Satisfaction

Average Speed of Answer (ASA) (seconds)

Total 0.0% N/A N/A N/A N/A 0.0%


Weighting



Balanced

Score


3. Put a Weighting on Each KPI



Cost per Contact 25.0%

Customer Satisfaction 25.0%

First Contact Resolution Rate 15.0%

Agent Utilization 15.0%

Agent Job Satisfaction 10.0%

Average Speed of Answer (ASA) (seconds) 10.0%

Total 100.0% N/A N/A N/A N/A 0.0%


Weighting



Balanced

Score


4. Enter Ranges for Each KPI in the Scorecard



Cost per Contact 25.0% $8.47 $4.33

Customer Satisfaction 25.0% 62.7% 98.3%

First Contact Resolution Rate 15.0% 58.5% 88.7%

Agent Utilization 15.0% 47.2% 73.1%

Agent Job Satisfaction 10.0% 64.8% 93.0%

Average Speed of Answer (ASA) (seconds) 10.0% 138 12

Total 100.0% N/A N/A N/A N/A 0.0%


Weighting



Balanced

Score


5. Now Enter Your Performance Data for Each KPI



Cost per Contact 25.0% $8.47 $4.33 $6.50

Customer Satisfaction 25.0% 62.7% 98.3% 98.3%

First Contact Resolution Rate 15.0% 58.5% 88.7% 70.4%

Agent Utilization 15.0% 47.2% 73.1% 47.2%

Agent Job Satisfaction 10.0% 64.8% 93.0% 80.0%

Average Speed of Answer (ASA) (seconds) 10.0% 138 12 45

Total 100.0% N/A N/A N/A N/A 0.0%


Weighting



Balanced

Score


6. Your Scorecard Will Automatically Calculate!



Cost per Contact 25.0% $8.47 $4.33 $6.50 47.6% 11.9%

Customer Satisfaction 25.0% 62.7% 98.3% 98.3% 100.0% 25.0%

First Contact Resolution Rate 15.0% 58.5% 88.7% 70.4% 39.4% 5.9%

Agent Utilization 15.0% 47.2% 73.1% 47.2% 0.0% 0.0%

Agent Job Satisfaction 10.0% 64.8% 93.0% 80.0% 53.9% 5.4%

Average Speed of Answer (ASA) (seconds) 10.0% 138 12 45 73.8% 7.4%

Total 100.0% N/A N/A N/A N/A 55.6%


Weighting



Balanced

Score


Now Track and Trend Your Performance

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Call

Cen

ter

Bala

nc

ed

Sc

ore

12 Month Average Monthly Score



Download the Balanced Scorecard Whitepaper



13

www.metricnet.com 703.992.8160 [email protected]

You Can Reach MetricNet…

Thank You!

About MetricNet:

Your Benchmarking Partner

15


Your Speaker: Jeff Rumburg

© MetricNet, LLC, www.metricnet.com

Co Founder and Managing Partner,

MetricNet, LLC

Winner of the 2014 Ron Muns

Lifetime Achievement Award

Former CEO, The Verity Group

Former Vice President, Gartner

Founder of the Service Desk

Benchmarking Consortium

Author of A Hands-On Guide to

Competitive Benchmarking

Harvard MBA, Stanford MS

16


Benchmarking is MetricNet’s Core Business

Call Centers

Telecom

Information

Technology

Satisfaction

Customer Service

Technical Support

Telemarketing/Telesales

Collections

Service Desk

Desktop Support

Field Support

Price Benchmarking


Employee Satisfaction



27 Years of Call Center Benchmarking Data

More than 3,700 Call Center Benchmarks

Global Database

30+ Key Performance Indicators

More than 70 Industry Best Practices



Meet a Sampling of Our Clients

MetricNet Conducts benchmarking for Call Centers worldwide,

and across virtually every industry sector.


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20

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You Can Reach MetricNet…

Thank You!

Documents

The Call Center Balanced Scorecard · PDF fileMetricNet's Call Center Balanced Scorecard The Call Center Balanced Scorecard Step 1 Six critical performance metrics have been selected