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 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…
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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…
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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…
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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 …
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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…
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Customer wallet share
This measure calculates the average percentage of current customer's total spending in the benchmarked product/service categories. It is part of a set of Process Efficiency…
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Forecast accuracy for long-term planning
This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency…
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Forecast accuracy for short-term planning
This measure calculates forecast accuracy computed by workforce management software for short-term planning (defined as 24 hours through four weeks advanced planning). This…
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Number of FTEs that perform 'define customer management strategy' activities per $1 billion revenue
This measure calculates total number of full time equivalents (FTEs) who perform 'define customer management strategy' activities per $1 billion revenue. Defining the…
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Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…
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Number of active customers per sales FTE
This measure calculates the number of active customers per sales full-time equivalent employee (FTE). A customer is considered active if they have purchased a business entity…
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Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Personnel cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates personnel cost to perform 'define customer management strategy' activities per $1,000 revenue. Personnel cost refers to employee personnel…
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Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Contact service level (seconds to answer 80% of contacts from all channels)
This measure calculates call service level, which is determined by the number of seconds within which 80% of total annual contacts from all channels are answered. It is a…