You are on page 1of 1

External Client Management

Cost

Metric

Target

Call Work

Call Backs

IVR Usage

Compliance

Call Blocked

Service Level

Risk Exposure

Time in Queue Quality of Service Staffing Levels Call Volume Call Routing Training Systems Problems Information Sources: Speed/Availability Call Blocking Availability of Other Depts Exception Processing Rework Reduction Experience Level of Reps Delivery of Info Technology Limitations How Important Baseline Metric Target

How Important

Productivity and Calls Per Hour

Call Transferred

POC Resolution

Call Duration and Hold Time

Relationship Matrix 9=Strong, 3=Moderate, 1=Weak

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0