Target Baseline Value
Name Description Performance Value
Customer Service Balanced Scorecard Use this example of a Customer Service Balanced Scorecard as a starting point to build your own strategy map and KPIs, align the operations of customer service with overall strategy, and measure the performance with KPIs. More information: https://bscdesigner.com/customer-service-kpis.htm 63.55% 42.2
Financial Perspective If we satisfy the needs of our customers, what outcomes will our stakeholders see? 78.33% 51
Reduce costs for the customer service 78.33% 51
Cost per inbound contact 66.67% 30
First-line resolution rate 90% 72
Customer Perspective To achieve our vision, how must we look to our customers? 84% 51.33
Easy to use knowledge base 75% 75
Self-service completion rate 75% 75
Maintain Knowledge Base Up-to-Date 97% 97
Quick and effective conversation between a client and the company 84% 51.33
First contact resolution rate 65% 65
Average speed of answer 100% 2
Satisfaction by the customer service 87% 87
Maintain Excellent Conditions for Agents 89.66% 53.4
Internal Process Perspective How are we going to satisfy customer needs and meet financial goals? 91.86% 66.48
Maintain Knowledge Base Up-to-Date 97% 97
Up-to-date materials in the knowledge base 97% 97
Keep knowledge aligned with new customer behavior habits 0% 0
Maintain Excellent Conditions for Agents 89.66% 53.4
Agent training hours 58.33% 7
Agent occupancy 92.31% 60
Agent satisfaction 95% 95
Turnover rate among top performers 81.67% 5.2
Provide agents with better training and coaching programs 0% 0
Learning & Growth Perspective How should the company learn and improve in order to achieve its vision? 0% 0
Keep knowledge aligned with new customer behavior habits 0% 0
Provide agents with better training and coaching programs 0% 0