Call Centre Monitor |
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Indicators for: |
Financial Value
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Intangible Assets |
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External Structure |
Internal Structure |
Individual Competence |
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Growth |
N/A | Net number ofcalls, # | Net investment in IT systems, $ | Average experience years |
Renewal |
N/A | Customer new needs reported, # | Number
of new internal processes introduced, # Av. system age, years |
Level of call resolution, # |
Efficiency |
N/A | Customer needs/total calls | Cost
per call Turnaround time |
Proportion full time staff |
Stability |
N/A | Customer Satisfaction Index | Quality assurance index | Call
centre Staff turnover Attitude Index |