Call Center Outsourcing

Report includes: 1 month(s) 49 day(s), from 02.06.2008 to 21.07.2008

	Name	Start value	End value	Dynamic	Contains
	Call Center Outsourcing	49,38 %	50,36 %	+ 0,98 %	Financial Perspective (70,2%, 29,76%) Customer Perspective (27,7%, -27,21%) Operational Efficiency (60,8%, 3,56%) Education and Growth Perspective (27,6%, -17,84%)

Graph for Call Center Outsourcing

Data for Call Center Outsourcing

Financial Perspective

	Name	Start value	End value	Dynamic	Parent	Contains
	Financial Perspective	40,43 %	70,19 %	+ 29,76%	Call Center Outsourcing	Indicators % Increase in revenues % labor costs Average increase in remuneration per employee % incentives *

Graph for Financial Perspective

Data for Financial Perspective

% Increase in revenues

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% Increase in revenues	59,2	124	+ 64,8	%	Maximize	Financial Perspective

Graph for % Increase in revenues

Data for % Increase in revenues

% labor costs

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% labor costs	67,68	38,56	-29,12	%	Minimize	Financial Perspective

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Data for % labor costs

Average increase in remuneration per employee

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Average increase in remuneration per employee	39,975	59,475	+ 19,5	%	Maximize	Financial Perspective

Graph for Average increase in remuneration per employee

Data for Average increase in remuneration per employee

Customer Perspective

	Name	Start value	End value	Dynamic	Parent	Contains
	Customer Perspective	54,9 %	27,69 %	-27,21%	Call Center Outsourcing	Indicators Average waiting time on calls Average holding time on call Accessibility % first call resolution * Privacy issues *

Graph for Customer Perspective

Data for Customer Perspective

Average waiting time on calls

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Average waiting time on calls	22,68	86,04	+ 63,36	seconds	Minimize	Customer Perspective

Graph for Average waiting time on calls

Data for Average waiting time on calls

Average holding time on call

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Average holding time on call	12,075	14,385	+ 2,31	minutes	Minimize	Customer Perspective

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Data for Average holding time on call

Accessibility

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Accessibility	13,184	15,536	+ 2,352	hours	Maximize	Customer Perspective

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Data for Accessibility

Operational Efficiency

	Name	Start value	End value	Dynamic	Parent	Contains
	Operational Efficiency	57,25 %	60,81 %	+ 3,56%	Call Center Outsourcing	Indicators % occupancy Calls answered Handling time per customer % of calls transferred * % of calls reworked *

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Data for Operational Efficiency

% occupancy

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% occupancy	79,08	83,96	+ 4,88	%	Maximize	Operational Efficiency

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Data for % occupancy

Calls answered

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Calls answered	55,99	51,51	-4,48	#	Maximize	Operational Efficiency

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Data for Calls answered

Handling time per customer

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Handling time per customer	133,74	154,26	+ 20,52	seconds	Minimize	Operational Efficiency

Graph for Handling time per customer

Data for Handling time per customer

Education and Growth Perspective

	Name	Start value	End value	Dynamic	Parent	Contains
	Education and Growth Perspective	45,47 %	27,63 %	-17,84%	Call Center Outsourcing	Indicators % hike in appraisal Average time of appraisal Number of training sessions Number of surveys and feedback *

Graph for Education and Growth Perspective

Data for Education and Growth Perspective

% hike in appraisal

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% hike in appraisal	34,975	37,75	+ 2,775	%	Maximize	Education and Growth Perspective

Graph for % hike in appraisal

Data for % hike in appraisal

Average time of appraisal

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Average time of appraisal	11,28	8,034	-3,246	months	Maximize	Education and Growth Perspective

Graph for Average time of appraisal

Data for Average time of appraisal

Number of training sessions

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Number of training sessions	4,978	2,791	-2,187	#	Maximize	Education and Growth Perspective

Graph for Number of training sessions

Data for Number of training sessions

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