Performance Tools for CRM » KPI

Measuring performance of outsourced call center

admin — Sat, 14 Mar 2009 13:32:37 +0000

KPI Name: Call Center Outsourcing Balanced Scorecard Metrics

Customers also viewed: Outsourcing Metrics | Quality Metrics

Sample reports:

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:

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The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

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.

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Interactive Voice Response (IVR) Balanced Scorecard

admin — Sat, 14 Mar 2009 13:31:56 +0000

KPI Name: Interactive Voice Response Balanced Scorecard Metrics

Customers also viewed: Knowledge Management Scorecard

Sample reports:

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:

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Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

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.

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Help Desk performance management

admin — Sat, 14 Mar 2009 13:31:14 +0000

KPI Name: Help Desk Balanced Scorecard Metrics for Excel

Customers also viewed: Product Knowledge Management | Knowledge Management Pack | Outsourcing Metrics Pack | Communication Skills Scorecard

Sample reports:

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:

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Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

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.

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Measuring efficiency of Call Centers

admin — Sat, 14 Mar 2009 13:30:22 +0000

KPI Name: Call Center or customer service Balanced Scorecard

Customers also viewed: Outsourcing Metrics Pack | Communication Skills Scorecard

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:

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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:

How is your company performing on conference from customers view point?

admin — Sat, 14 Mar 2009 13:29:04 +0000

KPI Name: Conference Balanced Scorecard Metrics

Customers also viewed: Advertising Metrics

Sample reports:

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:

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Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

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.

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Reach customers with direct marketing – measure efficiency with KPI

admin — Sat, 14 Mar 2009 13:27:42 +0000

KPI Name: Direct Mail Balanced Scorecard Metrics

Customers also viewed: Advertising Scorecards | Sales Scorecards

Sample reports:

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:

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Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

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.

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Balanced Scorecard for customers loyalty

admin — Sat, 14 Mar 2009 13:23:57 +0000

KPI Name: Customer Loyalty Balanced Scorecard Metrics

Sample reports:

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:

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Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

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:

Do your business converts leads into sales? Measure with KPI

admin — Sat, 14 Mar 2009 13:22:50 +0000

KPI Name: Customer Conversion Balanced Scorecard Metrics

Customers also viewed: Customer Relationship

Sample reports:

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:

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Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

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’.

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Measure, control and improve customer value with KPI

admin — Sat, 14 Mar 2009 13:21:58 +0000

KPI Name: Customer Value Balanced Scorecard Metrics

Customers also viewed: Customer Profitability | Customer Profiling.

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Customer Value Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

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Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

KPIs in Customer Value

Organizations can concentrate the value offered to customers by summing up the requirements in terms of indicators. Some of the aspects that can prove useful in the context are- Framework, Operations and Benefits, Performance and Analysis.

The KPIs for Analysis can be- number of buying factors’ covered, number of dimensions considered, value of the customer ratio and benchmarks spanned.

Evaluation of Performance is feasible via the KPIs like Customer Assistance Level, Customer Profitability Jump, Interactive Relationship Index and Satisfaction to Value Perceived Improvement.

Framework Perspective can be had with Customer Intimacy Ratio, Quality Conformance ratio and Customer Value Increment.

Operations and Benefits aspect can be obtained through metrics such as- Drop in Customer Complaints, Customer Attrition and number of techniques utilized in analysis.

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Manage efficiently customer information

admin — Sat, 14 Mar 2009 13:21:14 +0000

KPI Name: Customer Profiling Balanced Scorecard Metrics

Customers also viewed: Business Intelligence Metrics

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Customer Profiling Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

Check Overview KPI Report sample.
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Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Customer Profiling revolves around understanding the reasons that underlie ‘formation’, ‘expansion’ and ‘dilution’ of customer base of the company. Stepping into these details will offer answers to the much troubling questions organizations have to deal with, such as ‘why do we have a low customer retention ratio?’, ‘what should we offer to customers to make them recommend our product to their relatives?’ etc.

One can obtain solutions to these by employing a ‘tracking tool’ like BSC (Balanced Scorecard). The perspectives that can be of help are- ‘Benefits and Performance Perspective’, ‘Process Perspective’, ‘Buying Behavior Perspective’ and ‘Integration and Best Practices Perspective’.

The indicators for Performance and benefits and Perspective can be ‘customer retention ratio’, ‘issues addressing index’, ‘customer base expansion’ and ‘cost: revenue ratio’.

The next area is process perspective. The parameters can be- ‘number of areas covered’, ‘number of techniques utilized’, ‘number of technological solutions used’ and ‘time taken to conduct the complete study’.

Integration and Best Practices perspective can be evaluated via the metrics like ‘staff fraction’, ‘database alignment’ and ‘best practices abiding ratio’.

Buying behavior perspective can be had with indicators like ‘proportion of customer base which showed an increase in frequency of buying’, ‘customization climbing’ and ‘increase in sales per customer basis’.

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