Resource Library

Annual percentage change in number of retail customer complaints

This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…

Call agent occupancy rate

This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…

Call agent utilization rate

This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…

Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer

This measure calculates outsourced cost per active customer to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders;…

Percentage of active customers with active web accounts

This measure calculates the percentage of active customers who have active web accounts. A customer is considered active if they have purchased a business entity's product at…

Percentage of customers claiming to be satisfied

This measure calculates the percentage of customers claiming to be satisfied (through customer feedback or surveys) across all products and services. It is a Process…

Average number of contact center seats per contact center

This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical…

Average seat utilization

This measure calculates the average percentage of seats utilized during operating hours at a contact center, where customer and other inbound contacts related to inquiries,…

Call agent availability rate

This measure calculates the availability of agents. Availability measures how much agent time is spent simply waiting for contacts. Compute as the total time spent waiting…

Other cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer

This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per active customer to take, receive,…

Percentage of contacts with CTI that have information pop up on the agent's desktop

This measure calculates the percentage of contacts with computer telephony integration (CTI) that have information pop up on the agent's desktop. It is part of a set of…

Percentage of transferred calls that are misdirected

This measure calculates the percentage of transferred calls that are misdirected. It is part of a set of Process Efficiency measures that help companies optimize the…

Transferred calls as a percentage of total inbound calls

This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that were transferred. It is part of a set of Process Efficiency measures…

Calls abandoned in the agent queue as a percentage of total inbound calls

This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) routed to an agent that were abandoned in the agent queue. It is part of…

Number of inbound calls for requirements other than new orders, order modifications or inquiry, billing, complaints, or technical support as a percentage of total inbound calls

This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…