This is a Call-Center Metric Dashboard (Diamond) Report, it is one of reports that Balanced Scorecard Designer can generate for Call-Center KPI. With this software you can also design your own scorecards, KPIs and metrics.

Call Center Balanced Scorecard

Report includes: 1 day(s), from 28.10.2008 to 28.10.2008

Name

Start value

End value

Dynamic

Contains

Call Center Balanced Scorecard

47,39 %

0 %

Calls revenue, costs, conversion (Financial perspective)	(42%, 0%)
Calls handling and processing (Internal process perspective)	(58,3%, 0%)
Coaching in call-center (Learning and growth perspective)	(47,1%, 0%)
Calls quality (Customers perspective)	(42,6%, 0%)

Graph for Call Center Balanced Scorecard

Data for Call Center Balanced Scorecard

Dates	Value
28.10.2008	47,39

Calls revenue, costs, conversion (Financial perspective)

Name

Start value

End value

Dynamic

Parent

Contains

Calls revenue, costs, conversion (Financial perspective)

41,98 %

Call Center Balanced Scorecard

Indicators

Revenue per successful call

Cost per call

Conversion rate *

* - Information for this metric is limited in sample report

Graph for Calls revenue, costs, conversion (Financial perspective)

Data for Calls revenue, costs, conversion (Financial perspective)

Dates	Value	Weight
28.10.2008	41,98	3

Revenue per successful call

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Revenue per successful call	35,5	35,5	0	%	Maximize	Calls revenue, costs, conversion (Financial perspective)

Description "The total revenue (US$) per one successful call.
20%: 400$, 100%: 700$"

Graph for Revenue per successful call

Data for Revenue per successful call

Dates	Weight	Min	Max	Value
28.10.2008	1	0	100	35,5

Cost per call

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Cost per call	28,3	28,3	0	%	Maximize	Calls revenue, costs, conversion (Financial perspective)

Description "The total cost of average call.
30%: 6$/call; 100%: 3$/hour;"

Graph for Cost per call

Data for Cost per call

Dates	Weight	Min	Max	Value
28.10.2008	3	0	100	28,3

Calls handling and processing (Internal process perspective)

Name

Start value

End value

Dynamic

Parent

Contains

Calls handling and processing (Internal process perspective)

58,32 %

Call Center Balanced Scorecard

Indicators

Average call-handling time

Sales attempts

Segmentation *

Availability *

* - Information for this metric is limited in sample report

Graph for Calls handling and processing (Internal process perspective)

Data for Calls handling and processing (Internal process perspective)

Dates	Value	Weight
28.10.2008	58,32	2

Average call-handling time

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Average call-handling time	68,7	68,7	0	%	Maximize	Calls handling and processing (Internal process perspective)

Description "A measure of the agents' productivity
20%: 900 seconds; 100%: 300 seconds"

Graph for Average call-handling time

Data for Average call-handling time

Dates	Weight	Min	Max	Value
28.10.2008	3	0	100	68,7

Sales attempts

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Sales attempts	43,4	43,4	0	%	Maximize	Calls handling and processing (Internal process perspective)

Description "The number of calls during which sales attempts were made
20%: 5 of 100; 100% 30 of 100"

Graph for Sales attempts

Data for Sales attempts

Dates	Weight	Min	Max	Value
28.10.2008	4	0	100	43,4

Coaching in call-center (Learning and growth perspective)

Name

Start value

End value

Dynamic

Parent

Contains

Coaching in call-center (Learning and growth perspective)

47,12 %

Call Center Balanced Scorecard

Indicators

Coaching time

Supervisor responsibilities

Coaching methods *

* - Information for this metric is limited in sample report

Graph for Coaching in call-center (Learning and growth perspective)

Data for Coaching in call-center (Learning and growth perspective)

Dates	Value	Weight
28.10.2008	47,12	3

Coaching time

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Coaching time	9,2	9,2	0	%	Maximize	Coaching in call-center (Learning and growth perspective)

Description "Team leader's time spent on coaching
20%: 2 hours; 100%: 5 hours;"

Graph for Coaching time

Data for Coaching time

Dates	Weight	Min	Max	Value
28.10.2008	4	0	100	9,2

Supervisor responsibilities

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Supervisor responsibilities	35,6	35,6	0	%	Maximize	Coaching in call-center (Learning and growth perspective)

Description "Supervisor is responsible for the number of agents
10%: 30; 100%: 5;"

Graph for Supervisor responsibilities

Data for Supervisor responsibilities

Dates	Weight	Min	Max	Value
28.10.2008	2	0	100	35,6

Calls quality (Customers perspective)

Name

Start value

End value

Dynamic

Parent

Contains

Calls quality (Customers perspective)

42,6 %

Call Center Balanced Scorecard

Indicators

Response time quality

Customer loose rate

First-call resolution *

Save rate *

* - Information for this metric is limited in sample report

Graph for Calls quality (Customers perspective)

Data for Calls quality (Customers perspective)

Dates	Value	Weight
28.10.2008	42,6	1

Response time quality

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Response time quality	18,9	18,9	0	%	Maximize	Calls quality (Customers perspective)

Description Percentage of calls answered within 60 seconds. Target value is 90%.

Graph for Response time quality

Data for Response time quality

Dates	Weight	Min	Max	Value
28.10.2008	1	0	100	18,9

Customer loose rate

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer loose rate	12,42	12,42	0	%	Minimize	Calls quality (Customers perspective)

Description Abandon rates for customers in the queue. Target value: 5%

Graph for Customer loose rate

Data for Customer loose rate

Dates	Weight	Min	Max	Value
28.10.2008	1	0	45	12,42

Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 20.11.2008 17:05:54