KPI of the Day – Customer Service Performance: # Longest call hold
Definition
Measures the longest amount of time a customer waits after being put on hold and before being connected to an agent or hanging up.
KPI of the Day – Business Consulting (BC): $ Delivery overhead costs
Definition
Measures the overhead costs (fringe benefits for the consultants, recruiters or lawyers, travel expense) that are integral part of any consulting project or service delivery.
KPI of the Day – Sales: $ Sales by department
Definition
Measures the sales revenue achieved by each department, responsible for a product or product category.
KPI of the Day – Human Resources (HRM): # Supervisor to staff ratio
Definition
Measures the ratio between the number of supervisors and the headcount of the organization.
KPI of the Day – Accounting: % Aging of uncollected bills
Definition
Measures the promptness of the customer’s ability to submit payment. It measures the dollar value associated with uncollected bills in 30, 60, 90, and 120+ day buckets.
