Call Center or customer service Balanced Scorecard Template

Online KPI Dashboard for management of KPIs

Call Center Measurement KPI - Balanced Scorecard metrics template example

The Balanced Scorecard (BSC) dashboard indicates performance within each perspective and the total performance of Call-Center.

Click to see more screenshots below.

Managers in call center are typically the best sales agents in your company, they are on front line, taking to customers, solving their problems, selling new products and services to them. It is important to know what is going well and what need to be improved. We have designed a Call Center Balanced Scorecard, this solution will help to measure and control the performance of call center or phone-based customer service using Balanced Scorecard metrics. Scorecard as it exists today can be used for both - low level management performance measurements, and controlling performance from top-manager viewpoint - all stakeholders involved in call center management process will get a clear view on how it is doing.

Notice from developers: the version of web-based KPI system is in development now.

There are more types of strategy map supported - including snowflake, vertical and horizontal trees

Cascading Strategy Map:

Cyclical Strategy Map:

Check overview scorecard report sample.

Check html scorecard report sample.

Check metrics (diamond) report sample.

Guide from KPI design to implementation and analysis of results.

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We share best "how-to" ideas:

Call Center Metrics in Excel:

Download trial version of Helpdesk Metrics. Call Center Balanced Scorecard is distributed as an Excel file. Before purchase you can download a trial version of the scorecard. Call Center Balanced Scorecard Excel file contains a dashboard (see screenshots below), help information section, Balanced Scorecard details.
Purchase full version of Helpdesk Metrics. Immediately after your order will be processed you will have a link to download Balanced Scorecard (BSC) Excel file and file in Balanced Scorecard Designer format.
Use Call-Center scorecard online with BSC Designer Online system. This SaaS solutions provides world-wide access to scorecards with any web-browser.
It is necessary to start the design of KPIs with analysis of business problems, use Free SWOT Method Guide to perform this analysis. Check Balanced Scorecard Toolkit for scorecard designing instructions, download Key Risk Indicators (KRI) Toolkit for risk management.

More ideas on using Call-Center KPI:

Operations that take place at call centers are a unique set of activities that is defined by similar theories and terminology. The collection of challenges that are identified with this ‘after-sales’ service sector relate to management, technology and staffing subjects.

One needs to develop a sufficiently good knowledge about the various aspects involved in this act of customer service to appropriately tackle the issues that keep coming every now and then.

One can tame the slippery areas by structuring relevant KPIs (Key Performance Indicators) on a call center scorecard. This helps in having a tracking tool that has all the important areas in the form of indicators to which ‘target’ and ‘actual’ values can be assigned.

Some of the metrics that can be incorporated should relate to the service level and response time at the place.

There are basically two kinds of calls that are made by the phone operators- inbound and outbound. Inbound are the ones that are done by customers for having information about the operations, thereby giving it the shape of help-desk. Outbound calls are the ones made to people for the purpose of selling products or services to them. Managing the operations at call center gets much simplified by going with the scorecard approach.

More useful information for Call-center Measurement:

Related metrics and KPIs for: Customer Relationship, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty, Cell Phone, Internet Access, VOIP.
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Are you a specialist in Call-Center area? Be a partner for balanced scorecard software and info-products.
Call-Center best practices articles: Helpdesk performance measurement, Metrics helps manage call-center, Best practices for call-center performance management, Cherished relationships, Measure customer relationship management performance, Recommended: Software solutions to manage call centers, Ticket System: online help desk software, Best Practices and case studies with Balanced Scorecard in Call Center, How to Design KPI All articles about measuring performance in Customer Service Metrics.
Balanced Scorecard e-course. In this e-course you will learn more about Balanced Scorecard niche. We talk about Balanced Scorecard design and management issues.
With BSC Designer user can generate strategy map for Helpdesk Metrics. The map is a great way to visualize performance indicators and relationship between them.
Balanced Scorecard toolkit. Is a whitepaper where you will learn more about mathematics that stands behind Balanced Scorecard, you will learn basic ideas that will help to design your own scorecard, develop and implement KPI in your business processes.
Balanced Scorecard fact sheet. The collection of business facts and statistics on Balanced Scorecard.
Recent posts in KPI forum: New homepage of BSC Designer - more information on KPIs, KPI Guide Letter: Todo- and Check- lists, no marketing hype, Use promotion scorecard for having marketing attempts
BSC Designer. This metric was designed with Balanced Scorecard Designer. This is a great tool for scorecards or KPI building, performance measurement and information sharing.
BSC Designer Online. If you don't want to download and install any software you can use web-based scorecard software, this scorecard can be imported into BSC Designer Online and you will have access to your data all over the World.
Can you add value to Call Center Metrics? Be a partner for balanced scorecard software and info-products.

Business Intelligence (BI) for Call-Center - measure performance with Call-Center Scorecard for Excel

We have designed Call-Center Balanced Scorecard (BSC) in MS Excel, so now you can measure and control your performance using this popular business tool. Download trial version right now.

Alignment with Balanced Scorecard and KPIs is a great way to control the performance of Call-Center.

In comparison to other business performance measure and control methods, alignment with KPI is much more easier to implement and use. Use Call-Center scorecard to align business performance.

Why do I need these metrics?

MS Excel files that we distribute are a spreadsheets packed with metrics information and the performance calculation formulas.

It's a real-business information. We invested in research that involved experts from Call-Centers industry who elaborated and shared certain metrics. It's valuable, real-life experience which will help to improve the performance of your business.

I'm sure you understand the importance of measuring and controlling business using correct metrics, so this small investment will return in a great increase in sales.
To get a basic idea about what metrics to use. We learned a lot of business metrics and packed scorecard with the most successful.
To have a sample excel file, which is easy to modify to fit your needs. All Excel formulas are available for copy and change.
To start with measuring business performance. It's important to start with correct metrics, then you will be able to fulfill scorecard.

Cascading Scorecards. Establish connection to scorecard located in the web or in local network

Strategy Maps in Balanced Scorecard Designer

Call Center Balanced Scorecard Screenshots

Metrics for Call-center Measurement. This is the actual scorecard with Helpdesk Metrics and performance indicators. The performance indicators include: Revenue per successful call, Cost per call, Average call-handling time, Coaching time, Response time quality.

These indicators can be converted from text into the visualized view with BSC Designer strategy map function. Right now you can download trial version of Helpdesk Metrics or purchase full version of this Balanced Scorecard. Also, it is possible to import this scorecard into web-based balanced scorecard (BSC) software - BSC Designer Online, so it will be accessible to you and your employees with any web-browser.

Some help information that explains how to interpret scorecard.

Some Balanced Scorecard help information that explains how to interpret scorecard. What scores and weights can be changed.

Download or purchase Call Center Balanced Scorecard

Right now you can download a trial version of Call Center Balanced Scorecard or purchase a full version online. Also, if you are interested you can subscribe to our e-course that helps a lot with Balanced Scorecard design.