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 62.86%
Financial Perspective 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 79.5% 63.17
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 90.21% 53.33
Internal Process Perspective 93.61% 75.17
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
Maintain Excellent Conditions for Agents 90.21% 53.33
Agent training hours 58.33% 7
Agent occupancy 92.31% 60
Agent satisfaction 95% 95
Turnover rate among top performers 83.33% 5
Provide agents with better training and coaching programs
Learning & Growth Perspective 0% 0
Keep knowledge aligned with new customer behavior habits
Provide agents with better training and coaching programs