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.

• 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 Excel file and file in Balanced Scorecard Designer format.
• Check Balanced Scorecard Toolkit for scorecard designing instructions.

More useful information for Outsourcing Estimation:

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• Balanced Scorecard e-course. In this e-course you will learn more about Balanced Scorecard niche. We talk about Balanced Scorecard design and management issues.

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• Balanced Scorecard toolkit. Is a whitepaper where you will learn more about mathematics that stands behind Balanced Scorecard, you will learn basic ideas that will help to design your own scorecard, develop and implement KPI in your business processes.
• Balanced Scorecard fact sheet. The collection of business facts and statistics on Balanced Scorecard.
• Scorecard Design Software. This metric was designed with Balanced Scorecard Designer. This is a great tool for scorecards or KPI building, performance measurement and information sharing.

How to measure Outsourcing performance with Call Center Outsourcing Scorecard for Excel

We have designed Call Center Outsourcing Balanced Scorecard in MS Excel, so now you can measure and control your performance using this popular business tool. Download trial version right now.

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 . Right now you can download trial version of Call Center Outsourcing Indicators or purchase full version of this Balanced Scorecard.

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 Scoreboard