Call Center Outsourcing Balanced Scorecard Metrics Template
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.
Call Center Outsourcing KPI in Excel:
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Download trial version of
Call Center Outsourcing Indicators.
Call Center Outsourcing Estimation Balanced Scoreboard is distributed
as an Excel file. Before purchase you can download a
trial version of the scorecard.
Call Center Outsourcing Estimation Balanced Scoreboard Excel file
contains a dashboard (see screenshots below), help information
section, Balanced Scorecard details.
- Purchase full version of
Call Center Outsourcing Indicators. Immediately after your order will be processed you
will have a link to download Balanced Scorecard (BSC) Excel file and file
in
Balanced Scorecard Designer format.
- Use Call Center Outsourcing scorecard online with BSC Designer Online system. This SaaS solutions provides world-wide access to scorecards with any web-browser.
- It is necessary to start the design of KPIs with analysis of business problems, use Free SWOT Method Guide to perform this analysis. Check Balanced Scorecard Toolkit for scorecard designing instructions,
download Key Risk Indicators (KRI) Toolkit for risk management.
More ideas on using Call Center Outsourcing KPI: Outsourcing Call center operations is a highly qualitative task which makes it mandatory to adopt a measurable approach for the task. One can frame metrics in the relevant areas and look out for assigning values to those. Further, the scorecard is kept for a continuous comparison between ‘desired’ and ‘actual’ states in business process outsourcing. Off-shoring business processes is often the answer when the organization wishes to concentrate solely on the core operations. In this case, the company decides to hand over its ancillary jobs to some other organization that either surpasses the expertise held by the outsourcer or has the needed technology for this. Quality of output that is received in contact center outsourcing forms an important factor that determines the success of this ‘buying the work’ act. This is a highly complicated choice, therefore a call center outsourcing scorecard is a must in this direction. One can sum up the important areas in the form of metrics and leave the monitoring task to this scorecard. However, the word of caution here is the timely use of scorecard in following pre-set targets for achieving the intended success. Another area that deserves attention is the decision regarding the selection of metrics, when it comes to designing a scorecard for near shore outsourcing. It has to be borne in mind that ‘everything that counts is not countable’ and ‘everything that is countable does not count’. By treading the scorecard path cautiously, one can come up with an effective way to monitor global outsourcing operations.
More useful information for Outsourcing Estimation:
Business Intelligence (BI) for Outsourcing - measure performance with Call Center Outsourcing Scorecard for Excel
We have designed Call Center Outsourcing Balanced Scorecard (BSC) in MS
Excel, so now you can measure and control your performance using this popular
business tool. Download
trial
version right now.
Alignment with Balanced Scorecard and KPIs is a great way to control the performance of Outsourcing.
In comparison to other business performance measure and control methods, alignment with KPI is much more easier to implement and use.
Use Call Center Outsourcing scorecard to align business performance.
Why do I need these metrics?
MS Excel files that we distribute are a
spreadsheets packed with metrics information and the performance
calculation formulas.
It's a real-business information. We
invested in research that involved experts from Outsourcing Evaluation industry who elaborated and shared certain metrics.
It's valuable, real-life experience which will help to improve the performance of your business.
I'm sure you understand the importance of measuring and controlling business using correct metrics, so this small investment will return in a great increase in sales.
To get a basic idea about what metrics to use. We learned a lot of business metrics and packed scorecard with the most successful.
To have a sample excel file, which is easy to modify to fit your needs. All Excel formulas are available for copy and change.
To start with measuring business performance. It's important to start with correct metrics, then you will be able to fulfill scorecard.
Call Center Outsourcing Estimation Balanced Scoreboard Screenshots

Metrics for Outsourcing Estimation. This is the actual scorecard with Call Center Outsourcing Indicators and performance indicators.
The performance indicators include: call center outsourcing,financial perspective,% increase in revenues,% labor costs,average increase in remuneration per employee,% incentives,customer perspective,average waiting time on calls,average holding time on call,accessibility,% first call resolution,privacy issues,operational efficiency,% occupancy,calls answered,handling time per customer,% of calls transferred,% of calls reworked,education and growth perspective,% hike in appraisal,average time of appraisal,number of training sessions,number of surveys and feedback
.
These indicators can be converted from text into the visualized view with BSC
Designer
strategy map function. Right now you can download trial version of Call Center Outsourcing Indicators or purchase full version of this Balanced Scorecard.
Also, it is possible to import this scorecard into web-based balanced scorecard (BSC) software - BSC Designer Online, so it will be accessible to you and your employees with any web-browser. |
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Some Balanced Scorecard help information that explains how to interpret scorecard.
What scores and weights can be changed. |
Download or purchase Call Center Outsourcing Estimation Balanced ScoreboardRight now you can download a trial version
of Call Center Outsourcing Estimation Balanced Scoreboard or purchase a
full version online. Also, if you are interested you can subscribe to our
e-course that helps a lot with Balanced Scorecard design.
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