Nordic countries contact center employees as a percentage of total contact center employees

This measure calculates the percentage of total contact center employees that are Nordic Countries contact center employees. Contact centers are where customer and other inbound contacts related to inquiries, sales, and technical support are handled by an organization. This measure is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "plan and manage customer service operations" process.

Benchmark Data

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Measure Category:
Supplemental Information
Measure ID:
104537
Total Sample Size:
6 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
No
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Compute this Measure

Units for this measure are percent.

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( Number of contact center employees in Nordic countries/Number of contact center employees )*100

Key Terms

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Supplemental Information

Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Full-time Employee, Part-time Employee, and Temporary Employee

Full-time Employee

For the purpose of this survey, a regular full-time employee is hired for an indefinite period of time and is normally scheduled to work forty hours per week. Appointment is continuous, subject to satisfactory performance and availability of funding.

Part-time Employee

For the purpose of this survey, a regular part-time employee is hired for an indefinite period of time and is scheduled to work less than forty hours per week.

Temporary Employee

A temporary employee is employed for a finite period of time, to fulfill a time-limited role, or to fill the role of a permanent employee who is absent from work. The length of time an employee can work for the organization and be considered a temporary employee may be governed by employment legislation.

Measure Scope

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Cross Industry (7.3.1)

  • 6.2.1 - Plan and manage customer service work force (10387)
    • 6.2.1.1 - Forecast volume of customer service contacts (10390)
    • 6.2.1.2 - Schedule customer service work force (10391)
    • 6.2.1.3 - Track work force utilization (10392)
    • 6.2.1.4 - Monitor and evaluate quality of customer interactions with customer service representatives (10393)
  • 6.2.2 - Manage customer service problems, requests, and inquiries (10388)
    • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394)
    • 6.2.2.2 - Analyze problems, requests, and inquiries (13482)
    • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395)
    • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396)
    • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928)
    • 6.2.2.6 - Deliver opportunity to sales team (16937)
  • 6.2.3 - Manage customer complaints (10389)
    • 6.2.3.1 - Receive customer complaints (10397)
    • 6.2.3.2 - Route customer complaints (10398)
    • 6.2.3.3 - Resolve customer complaints (10399)
    • 6.2.3.4 - Respond to customer complaints (10400)
    • 6.2.3.5 - Analyze customer complaints and response/redressal (19072)
  • 6.2.4 - Process returns (20094)
    • 6.2.4.1 - Authorize return (10364)
    • 6.2.4.2 - Process return and record reason (20095)
  • 6.2.5 - Report incidents and risks to regulatory bodies (12840)