metric - definition

Process	Metric Category	Metrics	Operational Definition
Inbound Voice	Efficiency Measures	Sl	(total calls offer/total call ans(in threshold time)*100)
Inbound Voice	Efficiency Measures	Al	total call offer / total call answer
Inbound Voice	Efficiency Measures	Shrinkage(Planned )	tolal leaves / (total agents rostered )
Inbound Voice	Efficiency Measures	Shrinkage(unPlanned )	tolal Absents / (total agents rostered )
Inbound Voice	Efficiency Measures	AHT	(Total Talk Time + Total After Call Work Time + Total ACD Hold Time) / Total calls handled
Inbound Voice		Aux%	Total Aux time(all auxes combined including breaks/training/coaching/floor walk/other aux)/Staffed time
Inbound Voice		Avail%	Avail Time/Staffed Time
Inbound Voice	Efficiency Measures	CSR Utilization	(Talk Time+Hold Time+Wrap Time+Avail Time)/Actual Staffed time
Inbound Voice		Login Adherence	Total log hrs delivered in month by a CSR / divided by total number of present shifts
Inbound Voice	Efficiency Measures	Occupancy	(Talk Time+Hold Time+Wrap Time)/ (Talk Time+Hold Time+Wrap Time+Avail Time)
Inbound Voice		Schedule Adherence	1- [(Non Adherent hrs) / (Scheduled time * total staff present during the month)]*100
Inbound Voice	People Measures	Unscheduled Absenteeism	Leaves post release of locked schedule/Total Scheduled Agents
Inbound Voice	People Measures	External Attrition	Total external exits for the month/((Opening Headcount+Closing Headcount)/2) * 12
Inbound Voice	People Measures	Internal Attrition	Total internal movements out of the process for the month/((Opening Headcount+Closing Headcount)/2) * 12
Inbound Voice	Quality Measures	Critical Error Accuracy - Business affecting	Total defective calls resulting in business impact/Total Calls monitored (expressed as %)
Inbound Voice	Quality Measures	Critical Error Accuracy - Customer affecting	Total defective calls resulting in Customer impact/Total Calls monitored (expressed as %)
Inbound Voice	Quality Measures	Non Critical Error Accuracy	Total Non-Critical Defects/ (Transactions Monitored * Opportunities for Non- Fatal errors per Transaction) *100
Inbound Voice	Satisfaction Measures	Complaints - Ontime to Respond	Total complaints responded to ontime / Total Complaints Resolved
Inbound Voice	Satisfaction Measures	Complaints - Ontime to Resolve	Total complaints resolved ontime / Total Complaints Resolved
Inbound Voice	Satisfaction Measures	Csat	Customer scoring in top two boxes in a 5 or 7 point scale/Total customers who responded on survey
Inbound Voice	Satisfaction Measures	Dsat	Customers scoring in Bottom Two Boxes on 5 or 7 point scale/Total customers who responded on survey
Inbound Voice	Satisfaction Measures	FCR	No. of calls on which resolution was given on first call itself / Total calls answered
Inbound Voice	Satisfaction Measures	Surrogate Csat	Same as CSAT
Inbound Voice	Service Measures	Abandon Rate	Calls abandoned / Total calls offered
Inbound Voice	Service Measures	ASA	Average speed at which all the calls were answered. (Speed of answer is the time taken in the queue for a call before it gets answered by an agent)
Inbound Voice	Service Measures	Line Attainment	Percent of intervals (30 minute interval) in the month where the actual hrs delivered on system to do productive work was equal to or greater than that required per the client designated 30 minute staffining demand.
Inbound Voice	Service Measures	Service Level	(Number of calls answered within the service level / (Total Calls Offered))*100
BPO	Efficiency Measures	APT	Average time taken to complete a transaction
BPO		Aux%	Total Aux time(all auxes combined including breaks/training/coaching/floor walk/other aux)/Staffed time
BPO		Avail%	Avail Time/Staffed Time
BPO	Efficiency Measures	CSR Utilization	Total Time on system/ Staffed Time
BPO		Login Adherence	Total log hrs delivered in month by a CSR / divided by total number of present shifts
BPO	Efficiency Measures	Occupancy	Total time spent working on transactions / (Time spent working on transactions + time spent waiting for transactions)
BPO	People Measures	Unscheduled Absenteeism	Leaves post release of locked schedule/Total Scheduled Agents
BPO	People Measures	External Attrition	Total external exits for the month/((Opening Headcount+Closing Headcount)/2) * 12
BPO	People Measures	Internal Attrition	Total internal movements out of the process for the month/((Opening Headcount+Closing Headcount)/2) * 12
BPO	Quality Measures	Critical Error Accuracy - Business affecting	Total defective Transactions resulting in business impact/Total Transactions monitored (expressed as %)
BPO	Quality Measures	Critical Error Accuracy - Customer affecting	Total defective Transaction resulting in customer impact/Total Transactions monitored (expressed as %)
BPO	Quality Measures	Non Critical Error Accuracy	Total Non-Critical Defects/ (Transactions Monitored * Opportunities for Non- Fatal errors per Transaction) *100
BPO	Satisfaction Measures	Complaints - Ontime to Respond	Total complaints responded to ontime / Total Complaints Resolved
	Satisfaction Measures	Complaints - Ontime to Resolve	Total complaints resolved ontime / Total Complaints Resolved
BPO	Satisfaction Measures	Csat	Customer scoring in top two boxes in a 5 or 7 point scale/Total customers who responded on survey
BPO	Satisfaction Measures	Dsat	Customers scoring in Bottom Two Boxes on 5 or 7 point scale/Total customers who responded on survey
BPO	Satisfaction Measures	FCR	No. of transactions on which resolution was given on first attempt itself/Total transactions Processed
BPO	Satisfaction Measures	Surrogate Csat	Same as CSAT
BPO	Service Measures	TAT	Turn around time
BPO	Service Measures	Backlog	(Weighted average of transactions in backlog) / Total number of transactions in backlog
BPO	Service Measures	On Time	(Number of transactions processed within the target cycle time / Total number of transactions processed)*100
Outbound	Efficiency Measures	$ per Hour	Total Dollars collected/Time on system
Outbound	Efficiency Measures	AHT	(Total Talk Time + Total After Call Work Time + Total ACD Hold Time) / Total calls handled
Outbound		Aux%	Total Aux time(all auxes combined including breaks/training/coaching/floor walk/other aux)/Staffed time
Outbound		Avail%	Avail Time/Staffed Time
Outbound	Efficiency Measures	CSR Utilization	(Talk Time+Hold Time+Wrap Time+Avail Time)/Actual Staffed time
Outbound		Login Adherence	Total log hrs delivered in month by a CSR / divided by total number of present shifts
Outbound	Efficiency Measures	Occupancy	(Talk Time+Hold Time+Wrap Time)/ (Talk Time+Hold Time+Wrap Time+Avail Time)
Outbound	People Measures	Unscheduled Absenteeism	Leaves post release of locked schedule/Total Scheduled Agents
Outbound	People Measures	External Attrition	Total external exits for the month/((Opening Headcount+Closing Headcount)/2) * 12
Outbound	People Measures	Internal Attrition	Total internal movements out of the process for the month/((Opening Headcount+Closing Headcount)/2) * 12
Outbound	Quality Measures	Critical Error Accuracy - Business affecting	Total defective calls resulting in business impact/Total calls monitored (expressed as %)
Outbound	Quality Measures	Critical Error Accuracy - Customer affecting	Total defective calls resulting in customer impact/Total calls monitored (expressed as %)
Outbound	Quality Measures	Non Critical Error Accuracy	Total Non-Critical Defects/ (Transactions Monitored * Opportunities for Non- Fatal errors per Transaction) *100
Outbound	Satisfaction Measures	Complaints - Ontime to Respond	Total complaints responded to ontime / Total Complaints Resolved
Outbound	Satisfaction Measures	Complaints - Ontime to Resolve	Total complaints resolved ontime / Total Complaints Resolved
Outbound	Satisfaction Measures	Csat	Customer scoring in top two boxes in a 5 or 7 point scale/Total customers who responded on survey
Outbound	Satisfaction Measures	Dsat	Customers scoring in Bottom Two Boxes on 5 or 7 point scale/Total customers who responded on survey
Outbound	Satisfaction Measures	FCR	No. of calls on which resolution was given on first call itself / Total calls answered
Outbound	Satisfaction Measures	Surrogate Csat	Is this a metric
Outbound	Service Measures	Connect Rate	Total no of connects / Total no of attempts
Outbound	Service Measures	Contact Rate	Total no. of Contacts/Total Attempts
Outbound	Service Measures	RPC Rate	Total no. of Right Party Contacts/Total Connects
Outbound	Service Measures	Conversion Rate	Total calls resulting in conversion/Total Calls
Outbound	Service Measures	Kept Rate	Total no. of Promises Kept/Total promises made
Outbound	Service Measures	List backlog	Weighted average of Calls from list not dialled on time/ Total calls from list which are not dialled on time
Outbound	Service Measures	List on Time	Total Calls from list dialled on time/Total calls on list
Outbound	Service Measures	Promise Rate	Total no. of Promises made/Total Right Party contacts