Call Center or customer service Balanced Scorecard

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.

• 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 Excel file and file in Balanced Scorecard Designer format.
• Check Balanced Scorecard Toolkit for scorecard designing instructions.

More useful information for Call-center Measurement:

• Related metrics and KPIs for: Customer Relationship, Help Desk, Interactive Voice Response.
• Call-Center best practices articles: Helpdesk performance measurement, Metrics helps manage call-center, Best practices for call-center performance management, Cherished relationships, KPI vs. Balanced Scorecard, Design Scorecard with BSC Designer, Call Center, CRM and Help Desk metrics, Helpdesk performance measurement, Cherished relationships, Interactive Voice Response application.
• 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.

Recent posts in KPI forum: Time Frame for BSC, Time Frame for BSC, KPIs in banking sector

• 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.
• Scorecard Design Software. This metric was designed with Balanced Scorecard Designer. This is a great tool for scorecards or KPI building, performance measurement and information sharing.

How to measure Call-Center performance with Call-Center Scorecard for Excel

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

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.

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. Right now you can download trial version of Helpdesk Metrics or purchase full version of this Balanced 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