This is a Call-Center Balanced Scorecard 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, Balanced Scorecards and metrics.


Call Center Balanced Scorecard

Report includes: 1 month(s) 49 day(s), from 05.04.2008 to 24.05.2008

  Name Start value End value Dynamic Contains
Root Call Center Balanced Scorecard 40,61 % 52,44 % + 11,83 %
Calls revenue, costs, conversion (Financial perspective)(72,4%, 19,72%Up)
Calls handling and processing (Internal process perspective)(34,3%, -40,52%Down)
Coaching in call-center (Learning and growth perspective)(40,3%, 27,22%Up)
Calls quality (Customers perspective)(65%, 46,65%Up)

Graph for Call Center Balanced Scorecard

Graph for Call Center Balanced Scorecard

Data for Call Center Balanced Scorecard

DatesValue
05.04.200840,61
12.04.200839,76
19.04.200859,33
26.04.200865,25
03.05.200858,03
10.05.200846,19
17.05.200838,16
24.05.200852,44

Calls revenue, costs, conversion (Financial perspective)

  Name Start value End value Dynamic Parent Contains
Root Calls revenue, costs, conversion (Financial perspective) 52,7 % 72,42 % + 19,72% Call Center Balanced Scorecard
Indicators
Revenue per successful call
Cost per call
Conversion rate

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

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

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

DatesValueWeight
05.04.200852,73
12.04.200821,713
19.04.200882,813
26.04.200875,973
03.05.200877,253
10.05.200872,73
17.05.200811,683
24.05.200872,423

Revenue per successful call

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Revenue per successful call 90,5 38,1 -52,4 % 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

Graph for Revenue per successful call

Data for Revenue per successful call

DatesWeightMinMaxValue
05.04.20081010090,5
12.04.2008101003,5
19.04.20081010047,5
26.04.20081010023,2
03.05.20081010012,9
10.05.2008101003,1
17.05.20081010019,9
24.05.20081010038,1

Cost per call

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Cost per call 57,5 58,1 + 0,6 % 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

Graph for Cost per call

Data for Cost per call

DatesWeightMinMaxValue
05.04.20083010057,5
12.04.2008301006,6
19.04.20083010082,4
26.04.20083010094,9
03.05.20083010064,8
10.05.20083010065,1
17.05.20083010011,3
24.05.20083010058,1

Conversion rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Conversion rate 44 85,3 + 41,3 % Maximize Calls revenue, costs, conversion (Financial perspective)
Description "Booked sales per 100 agent calls.
10% - 0.1 sales per 100 calls; 100% - 5 sales per 100 calls"

Graph for Conversion rate

Graph for Conversion rate

Data for Conversion rate

DatesWeightMinMaxValue
05.04.20086010044
12.04.20086010032,3
19.04.20086010088,9
26.04.20086010075,3
03.05.20086010094,2
10.05.20086010088,1
17.05.20086010010,5
24.05.20086010085,3

Calls handling and processing (Internal process perspective)

  Name Start value End value Dynamic Parent Contains
Root Calls handling and processing (Internal process perspective) 74,83 % 34,31 % -40,52% 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)

Graph for Calls handling and processing (Internal process perspective)

Data for Calls handling and processing (Internal process perspective)

DatesValueWeight
05.04.200874,832
12.04.200854,422
19.04.200833,632
26.04.200857,852
03.05.200847,192
10.05.200819,352
17.05.200840,192
24.05.200834,312

Average call-handling time

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Average call-handling time 91 34 -57 % 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

Graph for Average call-handling time

Data for Average call-handling time

DatesWeightMinMaxValue
05.04.20083010091
12.04.20083010091,1
19.04.20083010046,1
26.04.20083010091,4
03.05.20083010094,6
10.05.20083010036,9
17.05.20083010020,7
24.05.20083010034

Sales attempts

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Sales attempts 57,9 27,3 -30,6 % 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

Graph for Sales attempts

Data for Sales attempts

DatesWeightMinMaxValue
05.04.20084010057,9
12.04.20084010017,2
19.04.2008401007,6
26.04.20084010024,8
03.05.20084010039,7
10.05.2008401006,1
17.05.20084010050,8
24.05.20084010027,3

Segmentation

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Segmentation 53,1 8,7 -44,4 % Maximize Calls handling and processing (Internal process perspective)
Description "Correct segmentation of initial query or type of calls (sales, billing, service)
20%: 60/100 calls; 100%: 95/100 calls;"

Graph for Segmentation

Graph for Segmentation

Data for Segmentation

DatesWeightMinMaxValue
05.04.20081010053,1
12.04.20081010019,9
19.04.20081010058,8
26.04.20081010095,9
03.05.2008101003,5
10.05.20081010024,8
17.05.20081010037,6
24.05.2008101008,7

Coaching in call-center (Learning and growth perspective)

  Name Start value End value Dynamic Parent Contains
Root Coaching in call-center (Learning and growth perspective) 13,12 % 40,34 % + 27,22% Call Center Balanced Scorecard
Indicators
Coaching time
Supervisor responsibilities
Coaching methods

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

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

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

DatesValueWeight
05.04.200813,123
12.04.200843,823
19.04.200854,223
26.04.200871,063
03.05.200844,843
10.05.200837,743
17.05.200861,423
24.05.200840,343

Coaching time

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Coaching time 5,9 33,1 + 27,2 % 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

Graph for Coaching time

Data for Coaching time

DatesWeightMinMaxValue
05.04.2008401005,9
12.04.20084010069,3
19.04.20084010038,3
26.04.20084010076,7
03.05.20084010031
10.05.20084010018,4
17.05.20084010071,4
24.05.20084010033,1

Supervisor responsibilities

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Supervisor responsibilities 33,8 65,9 + 32,1 % 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

Graph for Supervisor responsibilities

Data for Supervisor responsibilities

DatesWeightMinMaxValue
05.04.20082010033,8
12.04.20082010059,7
19.04.20082010043,7
26.04.20082010066,7
03.05.20082010071,6
10.05.20082010050,9
17.05.20082010071,1
24.05.20082010065,9

Coaching methods

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Coaching methods 10 34,8 + 24,8 % Maximize Coaching in call-center (Learning and growth perspective)
Description "Remote listening: +20%
Sharing practices with agents: +30%
Role-playing exercises: +50%"

Graph for Coaching methods

Graph for Coaching methods

Data for Coaching methods

DatesWeightMinMaxValue
05.04.20084010010
12.04.20084010010,4
19.04.20084010075,4
26.04.20084010067,6
03.05.20084010045,3
10.05.20084010050,5
17.05.20084010046,6
24.05.20084010034,8

Calls quality (Customers perspective)

  Name Start value End value Dynamic Parent Contains
Root Calls quality (Customers perspective) 18,37 % 65,02 % + 46,65% 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)

Graph for Calls quality (Customers perspective)

Data for Calls quality (Customers perspective)

DatesValueWeight
05.04.200818,371
12.04.200852,451
19.04.200855,621
26.04.200830,51
03.05.200861,61
10.05.200845,71
17.05.200843,721
24.05.200865,021

Response time quality

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Response time quality 34,5 91 + 56,5 % Maximize Calls quality (Customers perspective)
Description Percentage of calls answered within 60 seconds. Target value is 90%.

Graph for Response time quality

Graph for Response time quality

Data for Response time quality

DatesWeightMinMaxValue
05.04.20081010034,5
12.04.20081010045,2
19.04.20081010072,5
26.04.20081010075,5
03.05.20081010036,4
10.05.20081010054
17.05.20081010054,8
24.05.20081010091

Customer loose rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Customer loose rate 42,255 5,175 -37,08 % Minimize Calls quality (Customers perspective)
Description Abandon rates for customers in the queue. Target value: 5%

Graph for Customer loose rate

Graph for Customer loose rate

Data for Customer loose rate

DatesWeightMinMaxValue
05.04.2008104542,255
12.04.2008104523,58
19.04.2008104523,76
26.04.2008104527,9
03.05.200810455,31
10.05.2008104518,27
17.05.200810459,81
24.05.200810455,175

First-call resolution

  Name Start value End value Dynamic Measure units Optimization method Parent
Root First-call resolution 4,725 24,84 + 20,12 % Maximize Calls quality (Customers perspective)
Description Problem was solved during the first call; Target value: 30%; Max possible: 45%

Graph for First-call resolution

Graph for First-call resolution

Data for First-call resolution

DatesWeightMinMaxValue
05.04.200810454,725
12.04.2008104513,5
19.04.2008104517,46
26.04.200810450,81
03.05.2008104526,91
10.05.2008104513,725
17.05.2008104515,03
24.05.2008104524,84
Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 28.04.2008 23:48:51

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