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      BALANCE YOUR CUSTOMER SERVICE METRICS  
      Curent State: On Scale of 0-10 rate how close are you to achieving customer service metrics  
      Priority: On scale of 0-10 rate the relative importance of customer service metrics  
         
     
      Key Performance Metrics Current State Priority   Balance Scorecard Current Priority
      Customer       Customer Satisfaction
      Customer Satisfaction
    		  Cost & Efficiency
      New Product & Services
    		  Revenue
      Net Promoter Score
    		  Compliance
      Contract Renewals
    		 
      Referrals
    		 
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      Self-service response relevance
    		 
      Self-service interaction volume
    		 
      Speed of knowledge update
    		 
      Percentage of calls answered within X seconds
    		 
      Customer Churn
    		 
      Cost & Efficiency      
      Avg call handling time
    		 
      Training cost
    		 
      Reduce agent turnover
    		 
      Operational cost per site
    		 
      Average cost per close self service
    		 
      Average cost per close assisted
    		 
      Average cost per close per channel
    		 
      First call resolution percentage
    		 
      Workorders per shift
    		 
      Call hold duration
    		 
      Wait duration
    		 
      Average speed of answer
    		 
      Abandon contact rate
    		 
      Same day resolution rate
    		 
      Case age
    		 
      Revenue      
      Sales revenue
    		 
      Maintenance revenue
    		 
      Up sell cross sell attempts
    		 
      Up sell cross sell revenue
    		 
      Renewal rate
    		 
      Derivative revenue
    		 
      Post-sale revenue
    		 
      Customer lifetime revenue
    		 
      Value add services revenie
    		 
      Avg revenue per agent
    		 
      Avg revenue per hour
    		 
      Avg revenue per contact
    		 
      Compliance & Quality      
      SLA adherence
    		 
      Regulatory exposure and fines
    		 
      Repeatability / Consistency
    		 
      Accuracy metrics (e.g., error rates)
    		 
      Accuracy of order
    		 
      Accuracy of transaction processed