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TRANSCRIPT
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
MetricNet's Call Center Balanced Scorecard
3© MetricNet, LLC, www.metricnet.com
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
3© MetricNet, LLC, www.metricnet.com
MetricNet's Call Center Balanced Scorecard
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
4© MetricNet, LLC, www.metricnet.com
MetricNet's Call Center Balanced Scorecard
1. Start By Downloading Your Scorecard Template
5© MetricNet, LLC, www.metricnet.com
Worst Case Best Case
Total 0.0% N/A N/A N/A N/A 0.0%
Metric ScoreBalanced
ScorePerformance Metric
Metric
Weighting
Performance Range Your Actual
Performance
MetricNet's Call Center Balanced Scorecard
2. Select the KPI’s for Your Scorecard
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Worst Case Best Case
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%
Performance MetricMetric
Weighting
Performance Range Your Actual
PerformanceMetric Score
Balanced
Score
MetricNet's Call Center Balanced Scorecard
3. Put a Weighting on Each KPI
7© MetricNet, LLC, www.metricnet.com
Worst Case Best Case
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%
Performance MetricMetric
Weighting
Performance Range Your Actual
PerformanceMetric Score
Balanced
Score
MetricNet's Call Center Balanced Scorecard
4. Enter Ranges for Each KPI in the Scorecard
8© MetricNet, LLC, www.metricnet.com
Worst Case Best Case
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%
Performance MetricMetric
Weighting
Performance Range Your Actual
PerformanceMetric Score
Balanced
Score
MetricNet's Call Center Balanced Scorecard
5. Now Enter Your Performance Data for Each KPI
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Worst Case Best Case
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%
Performance MetricMetric
Weighting
Performance Range Your Actual
PerformanceMetric Score
Balanced
Score
MetricNet's Call Center Balanced Scorecard
6. Your Scorecard Will Automatically Calculate!
10© MetricNet, LLC, www.metricnet.com
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
MetricNet's Call Center Balanced Scorecard
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
11© MetricNet, LLC, www.metricnet.com
MetricNet's Call Center Balanced Scorecard
Download the Balanced Scorecard Whitepaper
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MetricNet's Call Center Balanced Scorecard
13
www.metricnet.com 703.992.8160 [email protected]
You Can Reach MetricNet…
Thank You!
About MetricNet:
Your Benchmarking Partner
15
MetricNet's Call Center Balanced Scorecard
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
MetricNet's Call Center Balanced Scorecard
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
Customer Satisfaction
Employee Satisfaction
17© MetricNet, LLC, www.metricnet.com
MetricNet's Call Center Balanced Scorecard
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
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MetricNet's Call Center Balanced Scorecard
Meet a Sampling of Our Clients
MetricNet Conducts benchmarking for Call Centers worldwide,
and across virtually every industry sector.
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MetricNet's Call Center Balanced Scorecard
20
www.metricnet.com 703.992.8160 [email protected]
You Can Reach MetricNet…
Thank You!