$49.00 – $548.00
Watch the demo below! The full demo is also available here.
Despite all the data that Contact Center managers have at their fingertips, most cannot answer a very basic question: How is my Contact Center performing?
MetricNet has devised the Contact Center Balanced Scorecard to answer this very question!
The Contact Center Balanced Scorecard takes the most important metrics – including Cost per Contact, Customer Satisfaction, and First Contact Resolution Rate – and combines them into a single, overall measure of performance.
Available in $ USD, $ AUD, $ CAD, or £ UK format.
When tracked over time, the Balanced Scorecard tells you whether your contact center is improving…staying flat…or getting worse!
Download the 18-Month Scorecard and begin improving performance today!
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 Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!
Today’s contact center technologies make it easy to capture enormous amounts of performance data. But what does it all mean? If customer satisfaction improves but costs also go up, is that good or bad? Is my Contact Center performing better this month than it was last month?
Despite all the data that Contact Center managers have at their fingertips, most cannot answer a very basic question:
How is my Contact Center performing?
MetricNet has devised the Contact Center Balanced Scorecard to answer this very question!
The Contact Center Balanced Scorecard takes the most important metrics – including Cost per Contact, Customer Satisfaction, and First Contact Resolution Rate – and combines them into a single, overall measure of performance. When tracked over time, the Balanced Scorecard tells you whether your contact center is improving…staying flat…or getting worse!
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 Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!
Watch the demo below! The full demo is also available here.
Your Data Inputs
Average Monthly Contact Volume
Agent Headcount
Average Contact Handle Time (Minutes)
Average Annual Agent Salary
Customer Satisfaction
Net First Contact Resolution Rate
Agent Job Satisfaction
Average Speed of Answer (Seconds)
| ADD One Hour Training Session | No, Yes |
|---|---|
| Currency Format | $ USD, UK £, $ AUD, $ CAD |
1. Staffing/Headcount Calculator
2. Budget Calculator
3. Balanced Scorecard
4. Performance Targets Calculator
5. ROI Calculator
6. United States Service Desk Balanced Scorecard Benchmark
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 service desk performance! Download a sample balanced scorecard benchmark report and learn more in the description below.1. Staffing/Headcount Calculator
2. Budget Calculator
3. Balanced Scorecard
4. Performance Targets Calculator
5. United States Contact Center Balanced Scorecard Benchmark
Download a sample balanced scorecard benchmark report and learn more in the description below. 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!MetricNet’s expertise provides our clients with valuable insights and information that they can use to enhance their performance and achieve a superior or favorable long-term position over competitors. Our history dates back to 1990. Learn more here.
