The Call Center Balanced Scorecard Your Overall Measure of Call Center Performance! MetricNet Best Practices Series
Some Common Call Center KPIs Cost Cost per Contact Cost per Minute of Handle Time Quality Customer Satisfaction Call Quality First Contact Resolution Rate Productivity Agent Utilization Contacts per Agent per Month Agent 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 Service Level Average Speed of Answer (ASA) Call Abandonment Rate % Answered Within 30 Seconds Percent of Calls Blocked Call Handling Call Handle Time After Call Work Time IVR Completion Rate Agent-less Completion Rate % of Calls Transferred 1
Performance Metric MetricNet's Call Center Balanced Scorecard The Call Center Balanced Scorecard Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score 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% 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
Balanced Scores MetricNet's Call Center Balanced Scorecard Benchmarking Your Overall Performance 100.0% 90.0% 80.0% 70.0% Key Statistics Balanced Scores High 86.5% Average ----- 50.3% Median 50.3% Low 13.8% Your Score 55.6% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% MetricNet, MetricNet, LLC, LLC, www.metricnet.com 3 3
Call Center Balanced Score MetricNet's Call Center Balanced Scorecard The Call Center Performance Trend 85% 80% 75% 70% 65% 60% 55% 50% 45% 40% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 12 Month Average Monthly Score 4
1. Start By Downloading Your Scorecard Template Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score Total 0.0% N/A N/A N/A N/A 0.0% 5
2. Select the KPI s for Your Scorecard Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score Cost per Contact Customer Satisfaction 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% 6
3. Put a Weighting on Each KPI Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score 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% 7
4. Enter Ranges for Each KPI in the Scorecard Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score 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% 8
5. Now Enter Your Performance Data for Each KPI Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score 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% 9
6. Your Scorecard Will Automatically Calculate! Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score 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% 10
Call Center Balanced Score MetricNet's Call Center Balanced Scorecard Now Track and Trend Your Performance 85% 80% 75% 70% 65% 60% 55% 50% 45% 40% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 12 Month Average Monthly Score 11
Download the Balanced Scorecard Whitepaper 12
You Can Reach MetricNet www.metricnet.com 703.992.8160 info@metricnet.com 13
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About MetricNet: Your Benchmarking Partner 15
Your Speaker: Jeff Rumburg 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 Information Technology Call Centers Telecom Service Desk Desktop Support Field Support Customer Service Technical Support Telemarketing/Telesales Collections Price Benchmarking Satisfaction Customer Satisfaction Employee Satisfaction 17
27 Years of Call Center Benchmarking Data Global Database More than 3,700 Call Center Benchmarks 30+ Key Performance Indicators More than 70 Industry Best Practices 18
Meet a Sampling of Our Clients MetricNet Conducts benchmarking for Call Centers worldwide, and across virtually every industry sector. 19
You Can Reach MetricNet www.metricnet.com 703.992.8160 info@metricnet.com 20
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