KPI of the Day – Customer Service: # SA or Speed of answer
Definition
Measures the average speed of answering a customer’s call by an available agent, after the call is being placed in a queue.
KPI of the Day – Business Consulting (BC): $ Backlog of commissioned projects
Definition
Measures the total value of contract commitments to be executed in the future.
KPI of the Day – Human Resources (HRM): # Employee tenure
Definition
Measures the number of years that the employees have been with their current employer, calculated at the organizational level.
KPI of the Day – Customer Service: % Call Completion Rate
Definition
Measures the rate at which calls are successfully initiated, compared to the number of attempted calls.
KPI of the Day – Human Resources (HRM): $ Human capital value added
Definition
Measures the value-added through productive activities by the organization’s human capital. Reflects the adjusted operating profitability figure calculated by subtracting all expenses, except for labor expenses, from revenue and dividing the adjusted profit figure by the total headcount.
