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Predictable return on investments – Measured by metrics
- Is aligned to your strategic objective
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Is quantified in budget impact and return on investment
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As we all know – what cannot be measured cannot be managed
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BPSM metrics are defined in line with the objectives saving considerable amount
of program management time
- It is not process for certification
sake, but process that delivers results, results that you target
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Strategic objective
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Metrics – Quantification
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Customer experience
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Customer Satisfaction CSAT
Expressed Dissatisfaction Rate EDR
Satisfaction surveys
Reference-ability index
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Quality of customer service
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Diagnosis efficiency ratio
Solution effectiveness index
Value addition and upsell
Presentation standards
End customer experience
Retention
Q on Q Benchmarks
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CS effectiveness
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First Contact Resolution Rate or FCRR
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Revenue impact
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Positive CSAT
Retention
Upsell, cross sell
Reduced iterations
Cost savings from value add
Infrastructure optimization
Direct cost savings
Global cost arbitrage
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Overall customer experience
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Queue length
Speed of answer
Average handling time
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Business factors
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Return on investment
Cost of service
Quantified budget savings
Direct revenue impact
Indirect revenue creation
Resource utilization
Infrastructure efficiency
Continuous learning
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Flexibility
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Ramp up - down
Spike handling
Seasonal peak
Hybrid – multi channel dexterity
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