Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Measure Spotlights|
Customer attrition (or churn) rate
This measure calculates the rate at which customers leave a company over a given period of time. For example, if 5 out of 100 customers terminate service, the attrition rate…
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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…
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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…
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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…
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Measure Spotlights|
Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates centrally managed systems cost (i.e. direct and/or allocated to the business entity) per $1,000 revenue to take, receive, process and acknowledge new…
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Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates centrally managed systems cost (i.e. direct and/or allocated to the business entity) per active customer to take, receive, process and acknowledge new…
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Measure Spotlights|
Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates contact center systems cost (i.e. variable systems costs tied directly to agents) per inbound contact to take, receive, process and acknowledge new…
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Measure Spotlights|
Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates contact center systems cost (i.e. variable systems costs tied directly to agents) per $1,000 revenue to take, receive, process and acknowledge new…
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Measure Spotlights|
Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates contact center systems cost (i.e. variable systems costs tied directly to agents) per active customer to take, receive, process and acknowledge new…
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Measure Spotlights|
Average speed of answer in seconds for agent queue calls
This measure calculates the average speed of answer in seconds for agent queue calls, excluding abandoned calls. It is part of a set of Cycle Time measures that help…
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Other cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per inbound contact to take, receive,…
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Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from other…
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Measure Spotlights|
Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per $1,000 revenue to perform the processes …
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Measure Spotlights|
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…
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Measure Spotlights|
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…
