Call Center Balanced Scorecard | Balanced Scorecard Overview Report

This is a Call-Center Overview Report, it is one of reports that Balanced Scorecard Designer can generate for Call-Center scorecard. With this software you can also design your own KPIs and Balanced Scorecards.

Coaching in call-center (Learning and growth perspective)

Indicator	Description
Coaching time	"Team leader's time spent on coaching 20%: 2 hours; 100%: 5 hours;"
Supervisor responsibilities	Not available in trial report
Coaching methods	Not available in trial report

Calls revenue, costs, conversion (Financial perspective)

Indicator	Description
Revenue per successful call	"The total revenue (US$) per one successful call. 20%: 400$, 100%: 700$"
Cost per call	Not available in trial report
Conversion rate	Not available in trial report

Call Center Balanced Scorecard

Measure and improve performance with Call-Center indicators and metrics

Created by AKS-Labs

Calls handling and processing (Internal process perspective)

Indicator	Description
Average call-handling time	"A measure of the agents' productivity 20%: 900 seconds; 100%: 300 seconds"
Sales attempts	Not available in trial report
Segmentation	Not available in trial report
Availability	Not available in trial report

Calls quality (Customers perspective)

Indicator	Description
Response time quality	Percentage of calls answered within 60 seconds. Target value is 90%.
Customer loose rate	Not available in trial report
First-call resolution	Not available in trial report
Save rate	Not available in trial report