Customer Service Metrics pack includes Call-Center and Help-Desk metric set.

The “Help-Desk” scorecard allows to measure and control performance of help-desk of any type, it might be email support system or online ticket system or off-line help desk.

The “Call Center” scorecard focuses primary on the problem of measuring and controlling of call center performance. Check more information on call-center performance management.

The pack includes 4 Customer Service Metrics metrics:

• Call-Center. Call center or customer service Balanced Scorecard was designed using MS Excel. It will help to measure and control the performance of call-center.
• Help Desk. Help Desk balanced scorecard allows to measure the performance of customer support service, giving an overview over its main performance categories, including Number of calls, Resolution Time, Solution Accuracy.
• Interactive Voice Response. Organizations providing legal services can benefit from implementing IVR applications. The callers receive instructions which guide them through the law department and connect them with the proper person in the organization. This could be a legal secretary, a paralegal, a specific attorney, or even external affiliated firm. The type of required legal service can be determined quickly and the call is routed to the proper legal team.
• Call Center Outsourcing. Call center industry is rapidly broadening up worldwide and it has become an important face of various businesses. KPIs help in analyzing the key areas of call center to improve their performance. KPIs in this regard can be grouped into 4 perspectives-financial perspective, customer perspective, operational efficiency and education and growth perspective. KPIs can be evaluated effectively through a balanced scorecard.

Price and ordering

• You can purchase metrics as a pack, the pack includes 4 Customer Service Metrics metrics.
• The price for the 4 units is 180 US$ ($240, 25% off, save 60 US$).
• Purchase Customer Service Metrics Metrics Pack for 180 US$
• Check Global Pack: Marketing and PR in Business for 700$, which includes the following scorecard packs: CRM, Marketing, Sales, Advertising, Business Intelligence, Online Business, Customer Service Metrics

Articles related to Customer Service Metrics:

• Performance and control problems in outsourced tasks
• Performance and control problems in product production outsourcing
• Performance and control problems in service outsourcing companies
• Performance and control problems in call center outsourcing
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