Sales & Customer Care KPIs
Purpose
The purpose of these KPIs is to assist Sales & Customer Care staff and management optimise throughput thereby helping reduce costs, and maximise profit.
They provide pointers at the Sales & Customer Care performance in the business, both as individuals and contributory components of teams and departments.
KPIs use either a single parameter or a combination of parameters, often generated automatically by 'counters' whereby the output is a comprehensive performance indicator in itself.
These counters can be built into the Sales & Customer Care tools, the Sales & Customer Care management systems or programmed individually to suit local requirements.
Scope
The scope of these Key Performance Indicators is limited to activities, as defined by the organisation, to lie inder the relevant business area.
However the data used by and/or collected by the counters and measurement tools could originate from anywhere within - or without - the business.
Each individual KPI is reviewed to assess it's "
fitness for purpose" on a periodic basis as defined by the KPI owner.
This is a temporary message - once each individual 'scope" document is written, it will be replaced within the coding that produced this KPI document.
Definitions
Each KPI is described by the following items:
- KPI ID Number: contains the full name of the KPI.
- Target Value: contains the max or min threshold
- Frequency: describes the type of measurement i.e. daily, weekly, or monthly.
- Description: this item provides short explanation of the KPI.
- Formula: this item contains the formula composed by the counters for the KPI.
- Counters: this item contains counters used for calculation and described how they are triggered.
- Object Class: this item shows from which element the measurement statistical data are taken.
- Tools: this item shows which tool is used to calculate the KPI.
- Trigger: the event that starts the KPI measurement.
- Terminator: the event that stops the KPI measurement.
- Unit Range: this items shows the unit range value of the KPI.
- Review Period: this defines the aging process of the KPI. It helps management ensure it's use is relevant.
- Owner: this item reflects who has the authority to adjust the KPI paramaters and to whom any queries should be addressed concerning the measurements.
- Remark: this item is sometimes added to write notes and additional information.
- Process: the process or processes (or work instruction/procedure) to which this KPI is applicable.
A measurement type can have several sub-counters; therefore the used sub-counters are listed in brackets with following meanings as examples:
- [3]: sub-counter 3 has to be taken.
- [1,2,4]: sub-counters 1, 2 and 4 have to be added.
- [1 - 4, 7 - 10]: sub-counters 1, 2, 3, 4, 7, 8, 9 and 10 have to be added.
- [all]: all sub-counters have to be added.
Not all Definitions apply to every KPI. Where an element has no value in the database, it is not displayed.
Note that when the average of a series of inputs is calculated, this is taken to be the arithmetic MEDIAN.
Measurables
Details
| KPI SCC1 |
Frequency Impact |
| Description |
The number of customer care activities as a function of product & services purchases. |
| Formula |
care activities/purchases |
| Process |
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| KPI SCC2 |
Cost of services per customer. |
| Description |
Cost of services per customer. |
| Process |
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| KPI SCC3 |
The rate of service charges / profits |
| Description |
The rate of service charges / profits |
| Process |
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| KPI SCC4 |
Pareto Customers |
| Description |
20% of the customers account for 80% of your sales therefore those 20% of customers should account for 80% of the cost of care. |
| Process |
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| KPI SCC5 |
% Sales turnover of new customers from total sales |
| Description |
% Sales turnover of new customers from total sales |
| Process |
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| KPI SCC6 |
Number of new customers |
| Description |
Number of new customers |
| Process |
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| KPI SCC7 |
Average sales per customer per year |
| Description |
Average sales per customer per year |
| Process |
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| KPI SCC8 |
Average sale per VIP customer |
| Description |
Average sale per VIP customer |
| Process |
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| KPI SCC9 |
The rate of profit of a customer |
| Description |
The rate of profit of a customer |
| Process |
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| KPI SCC10 |
Complaints are resolved at the first attempt. |
| Description |
Complaints are resolved at the first attempt. |
| Process |
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| KPI SCC11 |
Complaints are resolved at the second attempt. |
| Description |
Complaints are resolved at the second attempt. |
| Process |
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| KPI SCC12 |
Complaints are resolved requiring more than two attempts. |
| Description |
Complaints are resolved requiring more than two attempts. |
| Process |
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| KPI SCC13 |
The rapid response rate |
| Description |
The rapid response rate |
| Process |
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| KPI SCC14 |
The number of dispute complaints |
| Description |
The number of dispute complaints |
| Process |
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| KPI SCC15 |
The number of customer complaints/total customers |
| Description |
The number of customer complaints/total customers |
| Process |
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| KPI SCC16 |
The rate of complaints by sector |
| Description |
The rate of complaints by sector |
| Process |
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| KPI SCC17 |
Market share of the company compared with the entire market |
| Description |
Market share of the company compared with the entire market |
| Process |
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| KPI SCC18 |
Relative market share |
| Description |
Relative market share |
| Process |
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| KPI SCC19 |
Market share to growth rate comparison |
| Description |
Market share to growth rate comparison |
| Process |
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| KPI SCC20 |
Total customer lost |
| Description |
Total customer lost |
| Process |
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| KPI SCC21 |
The rate of lost customers lost after purchasing first time |
| Description |
The rate of lost customers lost after purchasing first time |
| Process |
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| KPI SCC22 |
The rate of customer loyalty loss |
| Description |
The rate of customer loyalty loss |
| Process |
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| KPI SCC23 |
Customer life cycle |
| Description |
Customer life cycle |
| Process |
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| KPI SCC24 |
The rate of returning customers |
| Description |
The rate of returning customers |
| Process |
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| KPI SCC25 |
The rate of new customer |
| Description |
The rate of new customer |
| Process |
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| KPI SCC26 |
The rate of profit / per sales outlet |
| Description |
The rate of profit / per sales outlet |
| Process |
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| KPI SCC27 |
The rate of profit / capital |
| Description |
The rate of profit / capital |
| Process |
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| KPI SCC28 |
Sales turnover / location |
| Description |
Sales turnover / location |
| Process |
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| KPI SCC29 |
Cost of premises / sales turnover |
| Description |
Cost of premises / sales turnover |
| Process |
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| KPI SCC30 |
Salary costs / sales turnover |
| Description |
Salary costs / sales turnover |
| Process |
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| KPI SCC31 |
Product selling rates |
| Description |
Product selling rates |
| Process |
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| KPI SCC32 |
The average cost per call / per transaction |
| Description |
The average cost per call / per transaction |
| Process |
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| KPI SCC33 |
Average call duration |
| Description |
Average call duration |
| Process |
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| KPI SCC34 |
Average call transfer time |
| Description |
Average call transfer time |
| Process |
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| KPI SCC35 |
% answer after time regulated |
| Description |
(e.g. 5 seconds or 3 ring tone). |
| Process |
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| KPI SCC36 |
Cancellation rate of calls in the meantime (call drop out rate) |
| Description |
Cancellation rate of calls in the meantime (call drop out rate) |
| Process |
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| KPI SCC37 |
Number of calls are not connected |
| Description |
Number of calls are not connected |
| Process |
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| KPI SCC38 |
The rate of resolution in the first call |
| Description |
The rate of resolution in the first call |
| Process |
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| KPI SCC39 |
Direct Marketing rate of response / total sent |
| Description |
Direct Marketing rate of response / total sent |
| Process |
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| KPI SCC40 |
Time to answer customers' requests |
| Description |
Time to answer customers' requests |
| Process |
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| KPI SCC41 |
Customer gain rate |
| Description |
Customer gain rate |
| Process |
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| KPI SCC42 |
Number of customers / employees |
| Description |
Number of customers / employees |
| Process |
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| KPI SCC43 |
Number of average appointments per sale rep |
| Description |
Number of average appointments per sale rep |
| Process |
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| KPI SCC44 |
The rate of sale rep met sales targets |
| Description |
The rate of sale rep met sales targets |
| Process |
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| KPI SCC45 |
Average sale turnover/ per sales staff |
| Description |
Average sale turnover/ per sales staff |
| Process |
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| KPI SCC46 |
Average turnover / customer / sale staff |
| Description |
Average turnover / customer / sale staff |
| Process |
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| KPI SCC47 |
Cost to gain new customers |
| Description |
Cost to gain new customers |
| Process |
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| KPI SCC48 |
% replacement sale staff |
| Description |
% replacement sale staff |
| Formula |
Total sales staff recruited / total sales staff left |
| Process |
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| KPI SCC49 |
Total time to recruit and train sale rep to meet sale standards |
| Description |
Total time to recruit and train sale rep to meet sale standards |
| Process |
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| KPI SCC50 |
Cost of sales force |
| Description |
Cost of sales force |
| Process |
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