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

Call Center Outsourcing

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

Name

Start value

End value

Dynamic

Contains

Call Center Outsourcing

57,4 %

0 %

Financial Perspective	(73,2%, 0%)
Customer Perspective	(50,1%, 0%)
Operational Efficiency	(42,5%, 0%)
Education and Growth Perspective	(63,4%, 0%)

Graph for Call Center Outsourcing

Data for Call Center Outsourcing

Dates	Value
28.10.2008	57,4

Financial Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Financial Perspective

73,17 %

Call Center Outsourcing

Indicators

% Increase in revenues

% labor costs

Average increase in remuneration per employee *

% incentives *

* - Information for this metric is limited in sample report Description This perspective helps in judging the financial aspect of a call center company.

Graph for Financial Perspective

Data for Financial Perspective

Dates	Value	Weight
28.10.2008	73,17	3

% Increase in revenues

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% Increase in revenues	50,8	50,8	0	%	Maximize	Financial Perspective

Description Percentage increase in revenues earned by a call center in last year.

Graph for % Increase in revenues

Data for % Increase in revenues

Dates	Weight	Min	Max	Value
28.10.2008	3	0	200	50,8

% labor costs

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% labor costs	35,52	35,52	0	%	Minimize	Financial Perspective

Description It refers to percentage of total call center costs allocated to salaries and benefits of employees.

Graph for % labor costs

Data for % labor costs

Dates	Weight	Min	Max	Value
28.10.2008	3	35	75	35,52

Customer Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Customer Perspective

50,08 %

Call Center Outsourcing

Indicators

Average waiting time on calls

Average holding time on call

Accessibility *

% first call resolution *

Privacy issues *

* - Information for this metric is limited in sample report Description It refers to measures through which customer judge the outsourcing operations of the company.

Graph for Customer Perspective

Data for Customer Perspective

Dates	Value	Weight
28.10.2008	50,08	2

Average waiting time on calls

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Average waiting time on calls	78,48	78,48	0	seconds	Minimize	Customer Perspective

Description It refers to average time for which a customer has to wait before
his/her call is attended.

Graph for Average waiting time on calls

Data for Average waiting time on calls

Dates	Weight	Min	Max	Value
28.10.2008	2	0	120	78,48

Average holding time on call

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Average holding time on call	4,755	4,755	0	minutes	Minimize	Customer Perspective

Description Average time for which a call is put on hold.

Graph for Average holding time on call

Data for Average holding time on call

Dates	Weight	Min	Max	Value
28.10.2008	2	0	15	4,755

Operational Efficiency

Name

Start value

End value

Dynamic

Parent

Contains

Operational Efficiency

42,53 %

Call Center Outsourcing

Indicators

% occupancy

Calls answered

Handling time per customer *

% of calls transferred *

% of calls reworked *

* - Information for this metric is limited in sample report Description This perspective includes the KPIs that help in judging the efficiency of the call center employees.

Graph for Operational Efficiency

Data for Operational Efficiency

Dates	Value	Weight
28.10.2008	42,53	3

% occupancy

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% occupancy	77,6	77,6	0	%	Maximize	Operational Efficiency

Description % occupancy level of the customer care executives.

Graph for % occupancy

Data for % occupancy

Dates	Weight	Min	Max	Value
28.10.2008	3	60	100	77,6

Calls answered

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Calls answered	40,38	40,38	0	#	Maximize	Operational Efficiency

Description Number of calls answered per employee in a shift.

Graph for Calls answered

Data for Calls answered

Dates	Weight	Min	Max	Value
28.10.2008	2	10	80	40,38

Education and Growth Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Education and Growth Perspective

63,37 %

Call Center Outsourcing

Indicators

% hike in appraisal

Average time of appraisal

Number of training sessions *

Number of surveys and feedback *

* - Information for this metric is limited in sample report Description This perspective specifies the measures taken to boost up the motivation and to enhance the efficiency level of employees.

Graph for Education and Growth Perspective

Data for Education and Growth Perspective

Dates	Value	Weight
28.10.2008	63,37	2

% hike in appraisal

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% hike in appraisal	73,975	73,975	0	%	Maximize	Education and Growth Perspective

Description It refers to percentage hike in salaries and benefits at the time of appraisal.

Graph for % hike in appraisal

Data for % hike in appraisal

Dates	Weight	Min	Max	Value
28.10.2008	3	25	100	73,975

Average time of appraisal

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Average time of appraisal	8,466	8,466	0	months	Maximize	Education and Growth Perspective

Description It refers to average time in which appraisal of an employee is done in the company.

Graph for Average time of appraisal

Data for Average time of appraisal

Dates	Weight	Min	Max	Value
28.10.2008	2	6	12	8,466

Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 20.11.2008 17:05:41