KPI of the Day – Customer Service: # Call handling time
Definition
Measures the average time needed for one call to be handled, including the phone discussion and the work performed after the call.
KPI of the Day – Business Consulting (BC): $ Solution margin
Definition
Measures the margin achieved on average when delivering a specific solution to the client.
Financial Performance Benchmarking within Water Utilities Companies
Back in 2017, we launched an extensive secondary benchmarking initiative, through our Center for Performance Benchmarking and Utilities Performance Labs, consisting of 6 individual reports; 2 reports for each of the 3 utility sectors – water, gas, and electricity.
KPI of the Day – Sales: $ Revenue per successful call
Definition
Measures the revenue from sales on a per call basis.
KPI of the Day – Accounting: $ Net cash flow
Definition
Measures the remaining balance after deducting cash outflows from cash inflows.
