Resource Library

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…

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…

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…

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…

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…

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 …

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…

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…

Average talk time in seconds, including agent hold time

This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…

Number of FTEs that perform the customer service function per business entity employee

This measure calculates number of full time equivalents (FTEs) that perform the function "manage customer service" per business entity employee. The Function "manage…

Total cost to perform 'define customer management strategy' activities per activities FTE

This measure calculates total annual cost to perform 'define customer management strategy' activities per activities' full time equivalent (FTE). Total cost is the sum of…

Total cost to perform 'define customer management strategy' activities per $1,000 revenue

This measure calculates total annual cost to perform 'define customer management strategy' activities per $1,000 business entity revenue. Total cost is the sum of personnel …

Total cost to perform 'define customer management strategy' activities per sales order placed

This measure calculates total annual cost per sales order placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel (compensation…

Systems cost to perform 'define customer management strategy' activities per $100,000 revenue

This measure calculates systems cost to perform 'define customer management strategy' activities per $100,000 revenue. Systems cost refers to a variety of expenses related to…

Other cost to perform 'define customer management strategy' activities per $1,000 revenue

This measure calculates costs other than personnel, systems, overhead, and outsourced to perform 'define customer management strategy' activities per $1,000 revenue. Other…