Resource Library

Agent involuntary attrition rate

This measure determines the agent involuntary attrition rate, which is calculated by dividing the number of agents involuntarily terminated during the reporting period by the…

Average agent salary

This measure calculates the average annual salary, excluding benefits, paid to agents/customer service representatives who directly handle contacts in the business entity. It…

Selling, general, and administrative (SGA) costs per business entity employee

This measure calculates selling, general, and administrative (SG&A) costs per business entity employee. Selling, General, and Administrative (SG&A) Costs refers to the…

Response time in hours for non-routine "reward and retain employees" inquiries

This measure determines the number of hours spent responding to non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) for the…

Response time in hours for routine "reward and retain employees" inquiries

This measure determines the number of hours spent responding to routine inquiries (i.e. those received on a regular basis that require a standard response) for the process …

Number of business entity employees per FTE that performs the process group "redeploy and retire employees"

This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "redeploy and retire employees," which…

Number of business entity employees per FTE that performs the process group "reward and retain employees"

This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "reward and retain employees," which…

Cycle time in days from approval of job requisition to acceptance of job offer

This measure calculates the number of days elapsed between the moment a recruiter is notified that an organization needs to fill a specific vacancy and when a candidate…

Cycle time in days from identifying the need to hire a new employee to approval of the job requisition

This measure calculates the number of days elapsed between the moment an organization realizes they need to hire a new employee and when a recruiter is notified that they…

Cycle time in days from job acceptance until new hire begins in the agreed position

This measure calculates the number of days elapsed between the moment a candidate accepts a job offer and when that employee starts working in the agreed position, including…

Number of FTEs that perform the process group "recruit, source, and select employees" per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "recruit, source, and select employees."…

Number of FTEs that perform the process group "redeploy and retire employees" per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "redeploy and retire employees," which…

Number of FTEs that perform the process group "reward and retain employees" per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "reward and retain employees," which…

Number of internal hires per "redeploy and retire employees" FTE

This measure calculates the number of internal hires per full-time equivalent (FTE) employee for the "redeploy and retire employees" process group, which consists of…

Involuntary terminations as a percentage of total business entity employees

This measure calculates the percentage of total business entity employees that were terminated due to permanent layoff, redundancy, termination for cause, etc. It is part of…