Call Center Outsourcing Balanced Scorecard Metrics
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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More useful information for Outsourcing Estimation:
- Related metrics and KPIs for: Tasks Outsourcing, Product Outsourcing, Service Outsourcing.
- Customers who viewed this item also viewed: Outsourcing Metrics | Quality Metrics
- Outsourcing best practices articles:
KPI vs. Balanced Scorecard, Design Scorecard with BSC Designer, 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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How to measure Outsourcing performance with Call Center Outsourcing Scorecard for Excel
We have designed Call Center Outsourcing Balanced Scorecard in MS
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It's valuable, real-life experience which will help to improve the performance of your business.
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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
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Some Balanced Scorecard help information that explains how to interpret scorecard.
What scores and weights can be changed. |
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