OPEN STANDARDS BENCHMARKING MEASURE LIST

Transcription

1 ABOUT APQC's The APQC Open Standards Benchmarking measure list concisely lists all of the measures currently available through APQC's benchmarking portal for its members. These measures are organized by research area (A), the most recent survey in which the measure appeared (B), and finally by category of measure (C). The list identifies each measure's "metric group ID" number (D), the measure name (E), the formula in english as APQC computes it(f), the formula in APQC's "question library identifiers" (G), and whether or not the measure is a key performance indicator for its associated process (H). For more information about APQC's Open Standards Benchmarking, please contact us directly on or visit the APQC Open Standards Benchmarking website on 1 of /20/ APQC

2 ID # NAME FORMULA KPI CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Average agent salary Average agent salary Total cost of the process "manage sales orders" per process FTE Total cost to perform the process "manage sales orders" per $1,000 revenue Total cost to perform the process "manage sales orders" per sales order placed Contact Centers: Total cost to perform the process "manage sales orders" / Number of agent FTEs for the process "Manage sales orders" Contact Centers: g / a Total cost to perform the process "manage sales orders" / (Total business entity revenue * ) Contact Centers: g / ( * ) Total cost to perform the process "manage sales orders" / Total annual number of sales orders placed Total cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue Contact Centers: g / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * ) Total cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per customer service FTE Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per business entity FTE Contact Centers: g / ( * ) Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of FTEs who perform the customer service function Contact Centers: g / b (Total cost to perform the process "manage sales orders" + Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of FTEs for the process "Manage sales orders" and the function "Manage customer service" Contact Centers: ( g g) / c 2 of /20/ APQC

3 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Business to business inbound calls as a percentage of total inbound calls Business to consumer inbound calls as a percentage of total inbound calls Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue Percentage of inbound contacts from all channels considered "business to business" Contact Centers: a Percentage of inbound contacts from all channels considered "business to consumer" Contact Centers: b (Centrally managed systems cost to perform the process "manage sales orders" + Centrally managed systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * ) Contact Centers: ( b b) / ( * ) (Centrally managed systems cost to perform the process "manage sales orders" + Centrally managed systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active Contact Centers: ( b b) / (Centrally managed systems cost to perform the process "manage sales orders" + Centrally managed systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts Contact Centers: ( b b) / j (Contact center systems cost to perform the process "manage sales orders" + Contact center systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * ) Contact Centers: ( c c) / ( * ) 3 of /20/ APQC

4 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact Other cost of the process "manage sales orders" per $1,000 revenue Other cost of the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue Other cost of the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer (Contact center systems cost to perform the process "manage sales orders" + Contact center systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active Contact Centers: ( c c) / (Contact center systems cost to perform the process "manage sales orders" + Contact center systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts Contact Centers: ( c c) / j Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" / (Total business entity revenue * ) Contact Centers: f / ( * ) (Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" + Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * ) Contact Centers: ( f f) / ( * ) (Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" + Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active Contact Centers: ( f f) / of /20/ APQC

5 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Other cost to perform the process "manage sales orders" as a percentage of total cost of the process Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total cost to perform the processes Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue Other cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact Outsourced cost of the process "manage sales orders" per $1,000 revenue Outsourced cost to perform the process "manage sales orders" as a percentage of the total cost to perform the process (Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" / Total cost to perform the process "manage sales orders") * Contact Centers: ( f / g) * (Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") * Contact Centers: ( f / g) * Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * ) Contact Centers: f / ( * ) (Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" + Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts Contact Centers: ( f f) / j Outsourced cost to perform the process "manage sales orders" / (Total business entity revenue * ) Contact Centers: e / ( * ) (Outsourced cost to perform the process "manage sales orders" / Total cost to perform the process "manage sales orders") * Contact Centers: ( e / g) * of /20/ APQC

6 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Outsourced cost to perform the process "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per call contact Outsourced cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total cost of the processes Outsourced cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per call received through IVR speech Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per inbound call received through IVR DTMF Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per web self-service contact (Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of inbound calls received through a live agent Contact Centers: ( e e) / a (Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") * Contact Centers: ( e / g) * Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * ) Contact Centers: e / ( * ) Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of inbound calls received through IVR speech Contact Centers: e / b Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of inbound calls received through IVR DTMF Contact Centers: e / c Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Inbound contacts received through web self-service Contact Centers: e / c 6 of /20/ APQC

7 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact Overhead cost of the process "manage sales orders" per $1,000 revenue Overhead cost of the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue (Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * ) Contact Centers: ( e e) / ( * ) (Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active Contact Centers: ( e e) / (Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts Contact Centers: ( e e) / j Overhead cost to perform the process "manage sales orders" / (Total business entity revenue * ) Contact Centers: d / ( * ) (Overhead cost to perform the process "manage sales orders" + Overhead cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * ) Contact Centers: ( d d) / ( * ) 7 of /20/ APQC

8 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Overhead cost of the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer Overhead cost to perform the process "manage sales orders" as a percentage of the total cost to perform the process Overhead cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total cost to perform the processes Overhead cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue Overhead cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact Personnel cost to perform the process "manage sales orders" as a percentage of the total cost to perform the process (Overhead cost to perform the process "manage sales orders" + Overhead cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active Contact Centers: ( d d) / (Overhead cost to perform the process "manage sales orders" / Total cost to perform the process "manage sales orders") * Contact Centers: ( d / g) * (Overhead cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") * Contact Centers: ( d / g) * Overhead cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * ) Contact Centers: d / ( * ) (Overhead cost to perform the process "manage sales orders" + Overhead cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts Contact Centers: ( d d) / j (Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" / Total cost to perform the process "manage sales orders") * Contact Centers: ( a / g) * of /20/ APQC

9 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Personnel cost to perform the process "manage sales orders" per $1,000 revenue Personnel cost to perform the process "manage sales orders" per process agent FTE Personnel cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total cost to perform the processes Personnel cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue Personnel cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per process FTE Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" / (Total business entity revenue * ) Contact Centers: a / ( * ) Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" / Number of agent FTEs for the process "Manage sales orders" Contact Centers: a / a (Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") * Contact Centers: ( a / g) * Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * ) Contact Centers: a / ( * ) Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of FTEs who perform the customer service function Contact Centers: a / b (Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" + Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * ) Contact Centers: ( a a) / ( * ) 9 of /20/ APQC

10 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per business entity FTE Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact Total cost of to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer (Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" + Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active Contact Centers: ( a a) / (Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" + Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of FTEs for the process "Manage sales orders" and the function "Manage customer service" Contact Centers: ( a a) / c (Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" + Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts Contact Centers: ( a a) / j (Total cost to perform the process "manage sales orders" + Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts Contact Centers: ( g g) / j (Total cost to perform the process "manage sales orders" + Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active Contact Centers: ( g g) / of /20/ APQC

11 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) COST EFFECTIVENESS (55 MEASURES) Total revenue per active customer Total business entity revenue / Number of total customers in customer master file that are active Contact Centers: / Total revenue per inbound contact Total business entity revenue / Total number of inbound contacts Contact Centers: / j Total revenue per sales order Total business entity revenue / Total annual number of sales orders placed CYCLE TIME (11 MEASURES) Contact Centers: / Average contact handling time in seconds Average contact handling time in seconds, including after-contact work Contact Centers: Average speed of answer in seconds for agent queue calls Average speed of answer in seconds for agent queue calls Contact Centers: Response time for inbound requests coming from Average actual response time in minutes for contacts received through , excluding automated acknowledgements of receipt Contact Centers: a Response time for inbound requests coming from fax Average actual response time in minutes for contacts received through facsimile Contact Centers: b Response time for inbound requests coming from postal mail Average actual response time in minutes for contact type "Postal Mail" including outsourced and direct contacts Contact Centers: c Average response time in minutes for call backs Average actual response time in minutes for contact type "Call backs" including outsourced and direct contacts Contact Centers: g Average response time in minutes for SMS Average actual response time in minutes for contact type "SMS" including outsourced and direct contacts Contact Centers: e 11 of /20/ APQC

12 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) CYCLE TIME (11 MEASURES) Average response time in minutes for social media Average actual response time in minutes for contact type "Social media" including outsourced and direct contacts Average response time in minutes for web chat or instant messaging including virtual agents Contact Centers: f Average actual response time in minutes for contact type "Web chat or instant messaging, including virtual agents" including outsourced and direct contacts Contact Centers: d Average talk time in seconds, including agent hold time Average talk time in seconds Contact Centers: Average time in seconds to inbound calls abandoned Average time in seconds to inbound calls abandoned PROCESS EFFICIENCY (46 MEASURES) Contact Centers: Agent involuntary attrition rate Agent involuntary attrition rate Contact Centers: Agent schedule adherence Average agent schedule adherence Contact Centers: Agent voluntary attrition rate Agent voluntary attrition rate Contact Centers: Average seat utilization Average seat utilization Contact Centers: Average tenure in months for business entity agents Average tenure in months for business entity agents Agent FTEs evaluated using sliding/interdependent agent targets as a percentage of all agent FTEs Contact Centers: Agent FTEs evaluated using sliding/interdependent agent targets as a percentage of all agent FTEs Contact Centers: Average number of contact center seats per contact center Number of seats / Number of contact centers included Contact Centers: / of /20/ APQC

13 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) PROCESS EFFICIENCY (46 MEASURES) Bridge rate Bridge rate Contact Centers: Call agent availability rate Call agent availability rate Contact Centers: Call agent occupancy rate Call agent occupancy rate Contact Centers: Call agent utilization rate Call agent utilization rate Contact Centers: Call service level Service level Contact Centers: Caller authentication rate for IVR Caller authentication rate for IVR Contact Centers: Calls abandoned in the agent queue as a percentage of total inbound calls Calls routed to a live agent as a percentage of total inbound calls Calls abandoned in the agent queue as a percentage of total inbound calls Contact Centers: Calls routed to a live agent as a percentage of total inbound calls Contact Centers: Customer attrition (or churn) rate Customer attrition rate Contact Centers: Direct supervisors per agent FTE (Number of general service FTEs employed to manage agents + Number of vital service FTEs employed to manage agents) / Number of agent FTEs Contact Centers: ( a b) / DTMF IVR self-service resolution rate DTMF IVR self-service resolution rate Contact Centers: b 13 of /20/ APQC

14 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) PROCESS EFFICIENCY (46 MEASURES) First contact resolution rate for contacts received through "other" channels First contact resolution rate for dedicated mobile applications ("apps") What is your business entity's first contact resolution rate, as determined by customer surveys, for contacts arriving through channels other than phone, , web self-service, web chat or instant messaging, dedicated mobile apps, SMS (mobile phone shor Contact Centers: i First contact resolution rate for a dedicated mobile application ("app") Contact Centers: e First contact resolution rate for contacts First contact resolution rate for contacts Contact Centers: b First contact resolution rate for phone contacts First contact resolution rate for phone contacts Contact Centers: a First contact resolution rate for postal mail First contact resolution rate for postal mail Contact Centers: h First contact resolution rate for SMS First contact resolution rate for SMS (mobile phone short message service) contacts Contact Centers: f First contact resolution rate for social media First contact resolution rate for social media channels such as Twitter, Facebook, or discussion forums First contact resolution rate for web chat or instant messaging including virtual agents Contact Centers: g First contact resolution rate for web chat or instant messaging including virtual agents Contact Centers: d First contact resolution rate for web self-service contacts First contact resolution rate for web selfservice contacts Contact Centers: c IVR speech recognition rate IVR speech recognition rate Contact Centers: IVR speech self-service resolution rate IVR speech self-service resolution rate Contact Centers: a 14 of /20/ APQC

15 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) PROCESS EFFICIENCY (46 MEASURES) Number of agent FTEs per direct supervisor FTE Number of agent FTEs / (Number of general service FTEs employed to manage agents + Number of vital service FTEs employed to manage agents) Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the "manage sales orders" process Contact Centers: / ( a b) (Number of agent FTEs who perform the process "manage sales orders" who perform order entry/order processing / Number of agent FTEs for the process "Manage sales orders") * Number of FTEs who perform order inquiry as a percentage of total FTEs for the "manage sales orders" process Number of FTEs who perform the customer service function per $1 billion revenue Contact Centers: ( a / a) * (Number of agent FTEs who perform the process "manage sales orders" who perform order inquiry / Number of agent FTEs for the process "Manage sales orders") * Contact Centers: ( b / a) * Number of FTEs who perform the customer service function / (Total business entity revenue * ) Contact Centers: b / ( * ) Percentage of active customers with active web accounts Percentage of active customers with active web accounts Percentage of active customers with service level based on customer segmentation Percentage of contacts with CTI that have information pop up on the agent's desktop Percentage of inbound calls monitored by QAM and scored by supervisors Contact Centers: Percentage of active customers with service level based on customer segmentation Contact Centers: Percentage of contacts with CTI that have information pop up on the agent s desktop Contact Centers: Percentage of inbound calls monitored by QAM and scored by supervisors Contact Centers: of /20/ APQC

16 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) PROCESS EFFICIENCY (46 MEASURES) Percentage of inbound contacts through "other" channels outsourced to a third-party provider Percentage of inbound contacts outsourced to a thirdparty provider Percentage of inbound phone contacts outsourced to a thirdparty provider Percentage of inbound postal mail contacts outsourced to a third-party provider Percentage of inbound web transaction contacts outsourced to a third-party provider (Inbound contacts received through channels other than phone, , web self-service, web chat or instant messaging (including virtual agents), a dedicated mobile application, SMS, social media, or postal mail, from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( i / j) * (Number of total annual inbound contacts outsourced to a third-party provider for receipt method " " / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( b / j) * (Inbound contacts received through telephone channels from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( a / j) * (Percentage of inbound contacts outsourced to third-party for postal mail / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( h / j) * (Inbound contacts received through web selfservice from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( c / j) * of /20/ APQC

17 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) PROCESS EFFICIENCY (46 MEASURES) Percentage of transferred calls that are misdirected Percentage of transferred calls that are misdirected Percentage of web chat or instant messaging contacts outsourced to a third-party provider Contact Centers: (Inbound contacts received through web chat or instant messaging, including virtual agents, from all outsourced providers / 100 percent sum of inbound contacts outsourced to a thirdparty for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( d / j) * Transferred calls as a percentage of total inbound calls Transferred calls as a percentage of total inbound calls Contact Centers: Web transactions self-service resolution rate Web transactions self-service resolution rate Contact Centers: c STAFF PRODUCTIVITY (3 MEASURES) Number of sales orders per FTE that performs the process "manage sales orders" Total annual number of sales orders placed / Number of agent FTEs for the process "Manage sales orders" Contact Centers: / a Inbound contacts per agent FTE Total number of inbound contacts / Number of agent FTEs Contact Centers: j / Inbound live agent calls per agent FTE Number of inbound calls received through a live agent / Number of agent FTEs SUPPLEMENTAL INFORMATION (38 MEASURES) Africa contact center employees as a percentage of total contact center employees Contact Centers: a / ( Percentage of your organization's IT headcount in Africa/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( n/ o )* of /20/ APQC

18 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) SUPPLEMENTAL INFORMATION (38 MEASURES) Australia and New Zealand contact center employees as a percentage of total contact center employees ( Percentage of your organization's IT headcount in Australia or New Zealand/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( e/ o )* Central Europe contact center employees as a percentage of total contact center employees ( Percentage of your organization's IT headcount in Central Europe/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( c/ o )* Central/South America contact center employees as a percentage of total contact center employees ( Percentage of your organization's IT headcount in Central or South America/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( h/ o )* China, Russia, and Central Asia contact center employees as a percentage of total contact center employees ( Percentage of your organization's IT headcount in China, Russia, or Central Asia/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( l/ o )* of /20/ APQC

19 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) SUPPLEMENTAL INFORMATION (38 MEASURES) East Asia contact center employees as a percentage of total contact center employees Eastern Europe contact center employees as a percentage of total contact center employees Inbound contacts for the process "manage customer service" as a percentage of total inbound contacts Inbound contacts for the process "manage sales orders" as a percentage of total inbound contacts Inbound contacts received via dedicated mobile app as a percentage of total inbound contacts Inbound contacts received via as a percentage of total inbound contacts Inbound contacts received via phone as a percentage of total inbound contacts ( Percentage of your organization's IT headcount in East Asia/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( i/ o )*100 ( Percentage of your organization's IT headcount in Eastern Europe/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( f/ o )*100 Percentage of inbound contacts from all channels related to the process "manage customer service" Contact Centers: b Percentage of inbound contacts from all channels related to the process "manage inbound sales orders" Contact Centers: a (Inbound contacts received through a dedicated mobile application / Total number of inbound contacts) * Contact Centers: ( e / j) * (Number of inbound contacts through / Total number of inbound contacts) * Contact Centers: ( b / j) * (Number of inbound contacts through calls / Total number of inbound contacts) * Contact Centers: ( a / j) * of /20/ APQC

20 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) SUPPLEMENTAL INFORMATION (38 MEASURES) Inbound contacts received via postal mail as a percentage of total inbound contacts Inbound contacts received via SMS as a percentage of total inbound contacts Inbound contacts received via social media as a percentage of total inbound contacts Inbound contacts received via web chat or instant messaging as a percentage of total inbound contacts Inbound contacts received via web self-service as a percentage of total inbound contacts Inbound contacts related to billing as a percentage of total inbound contacts Inbound contacts related to complaints as a percentage of total inbound contacts Inbound contacts related to new orders as a percentage of total inbound contacts Inbound contacts related to order modification or inquiry as a percentage of total inbound contacts (Number of inbound contacts through postal mail / Total number of inbound contacts) * Contact Centers: ( h / j) * (How many inbound contacts were received through SMS (exclude mobile messaging other than SMS). / Total number of inbound contacts) * Contact Centers: ( f / j) * (How many inbound contacts were received through social media (including discussion forums, Facebook, Twitter, etc.) / Total number of inbound contacts) * Contact Centers: ( g / j) * (Number of inbound contacts through online chat / Total number of inbound contacts) * Contact Centers: ( d / j) * (Inbound contacts received through web selfservice / Total number of inbound contacts) * Contact Centers: ( c / j) * Percentage of inbound contacts from all channels related to billing Contact Centers: c Percentage of inbound contacts from all channels related to complaints Contact Centers: d Percentage of inbound contacts from all channels related to new orders Contact Centers: a Percentage of inbound contacts from all channels related to order modification or inquiry Contact Centers: b 20 of /20/ APQC

21 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) SUPPLEMENTAL INFORMATION (38 MEASURES) Inbound contacts related to technical support as a percentage of total inbound contacts Middle East contact center employees as a percentage of total contact center employees Nordic countries contact center employees as a percentage of total contact center employees Percentage of inbound contacts from all channels related to technical support Contact Centers: e ( Percentage of your organization's IT headcount in the Middle East/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( m/ o ) *100 ( Percentage of your organization's IT headcount in Nordic countries/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( g/ o )* Number of inbound calls for requirements other than new orders, order modifications or inquiry, billing, complaints, or technical support as a percentage of total inbound calls Percentage of inbound contacts from all channels related to matters other than new orders, order modification or inquiry, billing, complaints, or technical support Number of inbound calls received through a live agent as a percentage of total inbound calls Number of inbound calls received through IVR DTMF as a percentage of total inbound calls Number of inbound calls received through IVR speech as a percentage of total inbound calls Contact Centers: f (Number of inbound calls received through a live agent / Number of inbound calls) * Contact Centers: ( a / d) * (Number of inbound calls received through IVR DTMF / Number of inbound calls) * Contact Centers: ( c / d) * (Number of inbound calls received through IVR speech / Number of inbound calls) * Contact Centers: ( b / d) * of /20/ APQC

22 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) SUPPLEMENTAL INFORMATION (38 MEASURES) Number of inbound contacts through channels other than phone, , web self-service, web chat or instant messaging, dedicated mobile apps, SMS, social media, or postal mail as a percentage of total inbound contacts (Inbound contacts received through channels other than phone, , web self-service, web chat or instant messaging (including virtual agents), a dedicated mobile application, SMS, social media, or postal mail / Total number of inbound contacts) * Contact Centers: ( i / j) * Number of languages supported at the business entity Number of languages supported Contact Centers: Percentage of inbound dedicated mobile app contacts outsourced to a third-party provider Percentage of inbound SMS contacts outsourced to a thirdparty provider Percentage of inbound social media contacts outsourced to a third-party provider (Inbound contacts received through a dedicated mobile application from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( e / j) * (Inbound contacts received through SMS (exclude mobile messaging other than SMS) from all outsourced providers / 100 percent sum of inbound contacts outsourced to a thirdparty for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( f / j) * (Inbound contacts received through social media (including discussion forums, Facebook, Twitter, etc.) from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * Contact Centers: ( g / j) * of /20/ APQC

23 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) SUPPLEMENTAL INFORMATION (38 MEASURES) South Asia contact center employees as a percentage of total contact center employees ( Percentage of your organization's IT headcount in South Asia/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( k/ o )* Southeast Asia contact center employees as a percentage of total contact center employees Southern Europe contact center employees as a percentage of total contact center employees ( Percentage of your organization's IT headcount in Southeast Asia/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( j/ o )*100 ( Percentage of your organization's IT headcount in Southern Europe/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( b/ o )* US contact center employees as a percentage of total contact center employees ( Percentage of your organization's IT headcount in the United States or Canada/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( a/ o )* of /20/ APQC

24 CONTACT CENTERS (CC) CONTACT CENTERS (153 MEASURES) SUPPLEMENTAL INFORMATION (38 MEASURES) Western Europe contact center employees as a percentage of total contact center employees ( Percentage of your organization's IT headcount in Western Europe/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100 Contact Centers: ( d/ o )* of /20/ APQC

25 CONTACT CENTERS (CC) MANAGE CUSTOMER SERVICE TRANSACTIONS (1 MEASURES) PROCESS EFFICIENCY (1 MEASURES) First call resolution rate First call resolution rate Manage Customer Service Transactions: of /20/ APQC

26 FINANCIAL MANAGEMENT (FM) ACCOUNTS PAYABLE AND EXPENSE REIMBURSEMENT (45 MEASURES) COST EFFECTIVENESS (24 MEASURES) Personnel cost to perform the process "process accounts payable" per process FTE ((Total cost to perform the process "process accounts payable" * Percentage of total cost of the process "Process accounts payable" allocated to internal cost * Percentage of internal cost of the process "Process accounts payable" allocated to personnel cost) *.0001) / Number of FTEs who perform the process "process accounts payable" Personnel cost to perform the process "Process expense reimbursements" per process FTE Total cost to perform the process "process accounts payable" per $1,000 revenue Total cost to perform the process "process accounts payable" per disbursement/payment Total cost to perform the process "Process accounts payable" per invoice line item processed Total cost to perform the process "process expense reimbursements" as a percentage of revenue Accounts Payable and Expense Reimbursement: (( * a * a) *.0001) / (Total cost to perform the process "process expense reimbursements" * Percentage of total cost of the process "Process expense reimbursements" allocated to internal cost * Percentage of internal cost of the process "Process expense reimbursements" allocated to personnel cost *.0001) / Number of FTEs who perform the process "process expense reimbursements" Accounts Payable and Expense Reimbursement: ( * a * a *.0001) / Total cost to perform the process "process accounts payable" / (Total business entity revenue * 0.001) Accounts Payable and Expense Reimbursement: / ( * 0.001) Total cost to perform the process "process accounts payable" / Total number of disbursements excluding T&E disbursements Accounts Payable and Expense Reimbursement: / Total cost to perform the process "process accounts payable" / Number of invoice line items processed Accounts Payable and Expense Reimbursement: / (Total cost to perform the process "process expense reimbursements" / Total business entity revenue ) * 100 Accounts Payable and Expense Reimbursement: ( / ) * of /20/ APQC