Resource Library

Number of FTEs that perform learning administration activities per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that schedule courses, coordinate course attendance, print and/or…

Number of business entity employees per FTE in learning administration

This measure calculates the number of business entity employees per full-time equivalent (FTE) employee in learning administration, which handles scheduling courses,…

Number of FTEs that perform the process "manage sales orders" per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) tending to the entire process "manage sales orders" per $1 billion revenue. The "manage sales…

Number of FTEs that perform the customer service function per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who are employed to perform the customer service function. It is part of a…

Number of sales orders placed per FTE that performs the process "manage sales orders"

This measure calculates the number of sales orders per full-time equivalent employee (FTE) performing the process "manage sales orders." It is part of a set of Staff…

Other cost to perform 'define customer management strategy' activities per $1,000 revenue

This measure calculates costs other than personnel, systems, overhead, and outsourced to perform 'define customer management strategy' activities per $1,000 revenue. Other…

Outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue

This measure calculates outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue. Other cost refers to costs other than personnel,…

Overhead cost to perform 'define customer management strategy' activities per $1,000 revenue

This measure calculates overhead cost (direct and/or allocated to the site) to perform 'define customer management strategy' activities per $1,000 revenue. Overhead costs…

Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"

This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing…

Number of FTEs who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"

This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…

Agent schedule adherence

This measure evaluates how well agents adhere to the schedule prescribed to them for a specific shift, including break times, back office times, etc. It is part of a set of…

Budget for marketing as a percentage of revenue

This measure calculates the budget for marketing as a percentage of revenue for the reporting period. The budget for marketing is the amount an organization predicts it will…

Budget for sales as a percentage of revenue

This measure calculates the total annual budget for sales as a percentage of revenue. The budget for sales is the amount an organization predicts it will expend to operate…

Average call handling time in seconds

This measure calculates the amount of time an agent spends handling a call. It is part of a set of Cycle Time measures that help companies optimize the performance of their …

Bridge rate

This measure calculates bridge rate. Bridge rate is defined as the total annual number of inbound contacts where a cross-sell or up-sell sales attempt was made, divided by…