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|
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…
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Inbound contacts related to technical support as a percentage of total inbound contacts
This measure calculates percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer service,…
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Measure Spotlights|
Percentage of inbound calls monitored by QAM and scored by supervisors
This measure calculates the percentage of inbound calls (i.e. calls initiated by the customer) monitored by quality assurance management (QAM) software and scored by…
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Measure Spotlights|
Calls routed to a live agent 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 routed to a live agent. It is part of a set of Process…
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Average contact handling time in seconds
This measure calculates the average duration in seconds of one transaction, which is typically measured from the initiation of the contact to resolution, including any hold…
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Number of languages supported at the business entity
This measure determines the number of languages supported by a business entity. It is a Supplemental Information measure that helps companies evaluate additional variables…
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Percentage of sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)
This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…
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Total cost to perform the process group "manage employee information" per process group FTE
This measure calculates total cost to perform the process group "manage employee information" per process group full-time equivalent employee (FTE). Total cost is the sum of…
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Total cost to perform the process group "manage employee information" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the process group "manage employee information." Core components of this process group include management…
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Number of FTEs that perform the process group "manage employee information" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "manage employee information," which…
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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,…
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Personnel cost to perform the process group "manage employee information" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "manage employee information" that comes from personnel cost. Core components of this…
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Personnel cost to perform the process group "manage employee information" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the process group "manage employee information." Core components of this process group include management…
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Percentage of total annual marketing spending spent on indirect marketing
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to indirect marketing (e.g.,…
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Percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - television/radio media
This measure calculates the percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - television/radio media. It is part of a…