Contact Center Accelerator Toolkit | United States

Description

This toolkit includes the following five contact center products:

1. Staffing/Headcount Calculator

2. Budget Calculator

3. Balanced Scorecard

4. Performance Targets Calculator

5. United States Contact Center Balanced Scorecard Benchmark

This toolkit includes a contact center balanced scorecard benchmarking report that explains each KPI, how to measure it, and how it is connected with other KPIs. We provide several methods to compare your performance data with industry peers. The four primary methods are these:

1) A Benchmarking KPI Performance Summary, which lists the industry peer group’s average, minimum, median, and maximum performance levels for each KPI.
2) Quartile Rankings, so you can map which quartile your Contact Center performs in for each KPI.
3) A Contact Center Scorecard, which provides a more holistic, balanced measure of your Contact Center’s overall performance compared to the industry peer group.
4) Detailed Benchmarking Data, which shows bar charts of the performance level for each Contact Center in the peer group, for each individual KPI.

This balanced scorecard service desk benchmarking report contains data from 62 United States Insourced Contact Centers and was produced in February 2020. This benchmark contains data for six critical key performance indicators:

1) Cost per Agent-Assisted Contact
2) Customer Satisfaction
3) Agent Utilization
4) Net First Contact Resolution Rate
5) Agent Job Satisfaction
6) Average Speed of Answer (seconds)

Download a sample balanced scorecard benchmark report.

Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Calculators and provide expert guidance on how you can leverage the tools to dramatically improve contact center performance!