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KPI tree preview. Document date 11/1/16
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: http://www.bscdesigner.com/customer-service-scorecard.htm 79.89%
Financial Perspective 66.67% 30
Cost per inbound contact 66.67% 30
Customer Perspective 81.75% 57.25
Self-service completion rate 75% 75
First contact resolution rate 65% 65
Average speed of answer 100% 2
Satisfaction by the customer service 87% 87
Internal Process Perspective 91.26% 70.25
First-line resolution rate 0% 72
Up-to-date materials in the knowledge base 97% 97
Agents 86.77% 41.75
Agent training hours 0% 7
Agent occupancy 92.31% 60
Agent satisfaction 95% 95
Turnover rate among top performers 83.33% 5
Learning & Growth Perspective 50