Measuring efficiency of Call Centers
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
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Sample reports:
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:
- Check Overview KPI Report sample.
- Check Full HTML Scorecard Report sample.
- Check Diamond Style Report sample.
Balanced Scorecard Designer Screenshot:
The Balanced Scorecard Designer software was used to create this KPI.
Description by authors:
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:
