formula's

No.	Item Description	Metric	Formulae	Remarks
Program
1	End User Satisfaction (Client)	%age in top 3 boxes	On a 5 point scale, Sum of % in Top 3 boxes for 5 questions on Service Offered	For a 4 point scale rating, Sum of % in Top 3 boxes for 5 questions on Service Offered
2	End User Satisfaction (COPC)	%age in top 2 boxes	On a 5 point scale, Sum of % in Top 2 boxes for the question on Overall Satisfaction	For a 4 point scale rating, Sum of % in Top 2 boxes for the question on Overall Satisfaction
3	End User Dissatisfaction (COPC)	%age in bottom 2 boxes	On a 5 point scale, Sum of % in Bottom 2 boxes for the question on Overall Satisfaction	For a 4 point scale rating, % in Bottom box for the question on Overall Satisfaction
4	Attrition	%age annualized - External	(Staff Attrited during the Month / Staff count at the End of the Month) * 100 * 12	• Staff attrited during the month would include resignations, terminations and absconding staff. • Staff count at the end of the month=(Opening Balance for the month + New recruits - Attrited staff)
5		%age annualized - Internal	(Staff Transferred during the Month / Staff count at the End of the Month) * 100*12	• Staff transferred during the month would include staff who have been transferred from on department to another within the same process or staff who have been promoted within the same process. • Staff count at the end of the month=(Opening Balance for the month + New recruits-transferred staff)
6	Absenteeism	% Staff Absent ( All Unscheduled Leaves)	(Total unscheduled absenteeism for the process for the month / Total scheduled working days)* 100	• Total unscheduled absenteeism = (SLs+UCLs+ULWPs) • Total Scheduled working days = (Total present + Total unscheduled absenteeism)
7	Schedule Adherence	% Adherence	1- [(Total Exceptions + Non Adherent hrs) / (8.5*total staff present during the month)]*100
8	Processing inbound end-user calls	On Time - Service Level	( Number of calls answered within the service level / Total calls offered ) * 100	Calls Offered includes Terminated Calls
9		Abandonment Rate	(Calls Abandoned + Calls Terminated) / Calls Offered	Calls Offered includes Terminated Calls
10		Calls Answered % (Client Definition)	Calls Answered / Calls Offered	Calls Offered includes Terminated Calls
11		On Time - Grade of Service (Client Definition)	( Number of calls answered within the service level / Total calls Answered) * 100
12		Accuracy	(Number of passed transactions / Transactions Monitored)*100
13		Non-Fatal Error Accuracy	[1- ( Non Fatal Errors / ( Transactions Monitored * Opportunities for Non Fatal Errors per Transaction))]*100
14		Critical Error Accuracy	(1- (Critical Error Transactions / Transactions Monitored ))* 100
15		Volume	Calls Answered + Calls Abandoned + Calls Terminated	Calls Offered includes Terminated Calls
16		Efficiency - Occupancy	(AHT * Calls Handled) / (Staffed Time - Aux Time)
17		Efficiency - CSR Utilization	((AHT * Calls Handled) + Idle Time) / Staffed Time
18		Efficiency - AHT	Average Talk Time + Average After Call Work Time	Talk Time in Nortel includes Hold Time.
19		Efficiency - Cost per Transaction	Total Costs / Total number of Calls Answered	Target Calculated as Bugdeted Cost / Forecasted Calls
20	Processing External escalations ( Sent to Client)	Percentage	(No. of L2 Escalations / No. of Calls logged in Siebel) * 100
21		Volume	No. of Calls Escalated	Data sent by Onshore