With BSC Designer 3.0, there is a possibility to create a strategy maps for CRM, these maps will enable the display of balanced scorecard indicators and relation between them.
The map below was created with the latest version of BSC Designer for the customer relationship scorecard.
KPI Name: Call Center Outsourcing Balanced Scorecard Metrics
Related KPIs: Tasks Outsourcing, Product Outsourcing, Service Outsourcing
Customers also viewed: Outsourcing Metrics | Quality Metrics
Some reports were generated with Balanced Scorecard Designer for the Call Center Outsourcing Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
Call-centers are the business units that specialize in handling customer problems and inquiries via phone and provide quality support to businesses. Call centers operations are usually outsourced by the businesses, so it is crucial that their performance is judged and measures should be taken to improve the performance. KPIs are the financial and non-financial metrics used to analyze the performance of call centers.
Call center KPIs can be assessed in 4 major perspectives-financial perspective, customer perspective, operational efficiency and education and growth perspective.
Financial perspective comprises of KPIs like percentage increase in revenues, percentage labor costs, average increase in remuneration per employee and percentage incentives. This perspective analyzes the revenues and various expenditures of a call center.
Customer perspective includes KPIs such as average waiting time on calls, average holding time on calls, accessibility, percentage first call resolution and privacy issues. It talks about measures through which customer judges the call center operations.
Operational efficiency specifies the measures through which the efficiency of call center operations can be judged. KPIs like percentage occupancy level, number of calls answered, handling time per customer, percentage calls transferred and percentage calls reworked can come under this perspective.
Education and growth perspective consist of KPIs like percentage hike in appraisal, average time for appraisal, number of training sessions and number of surveys and feedback. This perspective throws light on the measures taken to enhance motivation and efficiency of employees.
KPI in Excel – Screenshot:
KPI Name: Interactive Voice Response Balanced Scorecard Metrics
Related KPIs: Customer Relationship, Call-Center, Help Desk, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty
Customers also viewed: Knowledge Management Scorecard
Some reports were generated with Balanced Scorecard Designer for the Interactive Voice Response Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
In the modern competitive world it is becoming ever more difficult to capture customer feedback. Traditional methods of receiving customer feedback, including mail and live interview calls, are too expensive for most organizations. Besides, in most surveys the participation rates have dropped to as low as 1 percent. However, using Interactive Voice Response applications allows an organization to get the customers- feedback more quickly and easily, with much higher participation rates. This up to date customer feedback is critical for creating an effective customer retention strategy in an organization.
KPI in Excel – Screenshot:
KPI Name: Help Desk Balanced Scorecard Metrics for Excel
Related KPIs: Customer Relationship, Call-Center, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty
Customers also viewed: Product Knowledge Management | Knowledge Management Pack | Outsourcing Metrics Pack | Communication Skills Scorecard
Some reports were generated with Balanced Scorecard Designer for the Help Desk Balanced Scorecard Metrics for Excel KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
The most important aspect of any business is customer relationships, if you can manage incoming requests, process them in a timely manner, then you will have a constant sales growth. Helpdesk plays a key role in this process. It is important to measure the performance of helpdesk as it is a good way to find out what is going bad in your customer support service. Keeping an eye on key performance metrics and improving your positions will return in a sales growth.
With Help Desk Balanced Scorecard you will be able to take a control over Customer Satisfaction, Response Time, The call abandon rate, Reliability of Predefined Solutions, Resolution Excellence and helpdesk key performance indicators.
KPI in Excel – Screenshot:
KPI Name: Call Center or customer service Balanced Scorecard
Related KPIs: Customer Relationship, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty
Customers also viewed: Outsourcing Metrics Pack | Communication Skills Scorecard
Some reports were generated with Balanced Scorecard Designer for the Call Center or customer service Balanced Scorecard KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
We have designed a Call Center Balanced Scorecard, this solution will help to measure and control the performance of call center or phone-based customer service using Balanced Scorecard metrics.
KPI in Excel – Screenshot:
KPI Name: Conference Balanced Scorecard Metrics
Related KPIs: Web Investment, Brand Evaluation, Marketing, Direct Mail, Content Management, Trade Show, Word of Mouth Marketing
Customers also viewed: Advertising Metrics
Some reports were generated with Balanced Scorecard Designer for the Conference Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
Conferences and exhibitions are highly planned acts. Their success lies in the extent to which these are able to attain the aims they were arranged for within the given cost and time frame. To do this, a tracking system has to be in place. KPIs have often been called the SMART (Specific, Measurable, Actionable, Relevant and Time-Bound) parameters to gauge any task that involves an inter play of factors and they naturally find application in this domain.
Financial aspect needs to be evaluated to make sure that the cost deadline is met. This can be done by assigning suitable values to indicators like, percent decrease in cost per attendee, Lodging: Total Cost Ratio, amount spent on publicity.
Planning can be done by number of contingency plans, number of ways to spread information used and percent stretch possible in budget.
Information Management and Scheduling Perspective can be obtained with number of ways to communicate, ways to register and number of information management sessions held. This covers the ancillary tasks to be completed.
Brand Building can be achieved with number of known personalities hired, time spent in publicity and press release.
KPI in Excel – Screenshot:
KPI Name: Direct Mail Balanced Scorecard Metrics
Related KPIs: Web Investment, Brand Evaluation, Marketing, Content Management, Trade Show, Conference, Word of Mouth Marketing
Customers also viewed: Advertising Scorecards | Sales Scorecards
Some reports were generated with Balanced Scorecard Designer for the Direct Mail Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
Direct mail campaigns are all about trial and error. Direct mail marketers are forced to seek the best ways to reach the target market as well as the best ways to gain a response. For instance, each mailing campaign requires a control group (i.e. the customers that do not receive the direct mail), which allows marketing companies to measure the impact of direct mail. It also helps find out whether people who did not receive a mailing are responding anyway. By comparing the two groups of customers the marketer can easily determine whether the direct mail campaign has produced any significant effect on the company-s profit margins.
KPI in Excel – Screenshot:
KPI Name: Marketing Metrics Balanced Scorecard for Excel
Related KPIs: Web Investment, Brand Evaluation, Direct Mail, Content Management, Trade Show, Conference, Word of Mouth Marketing
Customers also viewed: Business Intelligence Scorecard Metrics Pack | Advertising Metrics Pack | Product Launch | Product Knowledge Management
Some reports were generated with Balanced Scorecard Designer for the Marketing Metrics Balanced Scorecard for Excel KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
We have developed a Marketing Balanced Scorecard for Excel that will help marketing professionals to describe the marketing processes and measure their efficiency. Top managers will find a nice dashboard which will provide them with necessary information about how their marketing department is performing. This KPI system will also help to benchmark one marketing department against another one, giving a performance-based evaluation of the marketing processes.
KPI in Excel – Screenshot:
KPI Name: Customer Loyalty Balanced Scorecard Metrics
Related KPIs: Customer Relationship, Call-Center, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion
Customers also viewed: Personal Metrics
Some reports were generated with Balanced Scorecard Designer for the Customer Loyalty Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
To make customers stick to a company’s brand, one needs to invariably engage in ‘recurrent’ and ‘clear’ communication with the prospects. By using effective tools for establishing a two-way conversation platform with the clients, the management can be assured of making those customers come back time and again. However, a complete and effectual follow-up system has to be in place for achieving this and this where BSC comes into play.
The perspectives, which can help pertain to areas like ‘Customer care’, ‘Financial and process aspects’, ‘Feedback’ and ‘Customer Loyalty Assessment’.
The specific indicators to be follow Customer Care Perspective can be- Training per Employee, Customer Expectation Meeting ratio, Number of Additional benefits provided and Degree of offering’s personalization ratio.
Financial and process Perspective can be evaluated via metrics like ‘Fall in Customers’ grievances redressal’, ‘ROI jump’ and ‘Types of communication systems’.
Customer Loyalty Assessment Perspective can be assessed by using parameters such as ‘Number of Loyalty schemes run’, ‘Highly profitable customer base’ Expansion’ and ‘Frequency Rate Rise’.
Feedback Perspective is yet another area to be looked into. The indicators for this aspect can be- % drop in Lapsed Customer, Complaints Decline and Average Repeat Rate.
KPI in Excel – Screenshot:
KPI Name: Customer Conversion Balanced Scorecard Metrics
Related KPIs: Customer Relationship, Call-Center, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Loyalty
Customers also viewed: Customer Relationship
Some reports were generated with Balanced Scorecard Designer for the Customer Conversion Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
The Balanced Scorecard Designer software was used to create this KPI.
Customer Conversion is an essential step in ‘building a loyal customer base’. Consequently, one needs to embrace a ‘measurable’ and ’manageable’ strategy to achieve the same. One of the solutions that comes to mind is ‘BSC’ which excels at imparting a ‘balanced growth’ to the organization or its processes and its inherent flexibility lends itself quite well in measuring customer conversion.
In case of Customer Conversion, the perspectives that can be framed are- Interaction Platform Perspective, Process Evaluation perspective, On-line Mode Perspective and Post-efforts benefits Perspective.
The indicators to be tracked can be- -Above average User- Experience- Fraction’, ‘System Integration Ratio’, ‘Technological Front Analysis’ and ‘Number of interfaces provided’.
Evaluation of Process can be done using indicators such as- Customer Tracking Techniques, Data Appropriateness, -Right Traffic Jump- and Conversion rate.
On-line Perspective can be developed and improved by utilizing KPIs like Content planning Accuracy, Usability Index, Search Engine Ranking Improvement and Site Architecture Success ratio.
Further, Post-efforts benefits Perspective can be obtained using KPIs such as ‘Increase in Customer Retention’, ‘Customer Base Rise’, ‘Drop in Client turn-over’ and ‘Customer Base Rise’.
KPI in Excel – Screenshot:
