Actual Metric Used Calculation (Definition)

by CSP Recommended by COPC

Total number of calls answered within cycle time / Total number of calls
Service Level
offered
Abandon % Total number of abandon calls/Total number of offered calls
End User Critical
Successful Monitored calls / Total Monitored calls
Error Accuracy
Business Critical
Successful Monitored calls / Total Monitored calls
Error Accuracy
Non- Critical Errors Non-Critical Error/ Non-Critical Error Opportunities or Total Monitors
Accuracy calculated by Unit
First Call Resolution % Resolved on First Contact (define how collected)
Call Volume Total # of Calls Offered per Month
(Available time + Total Talk Time + Total ACW + Total Hold Time)/Total Staffed
Utilization
time
(Total Talk Time + ACW + Hold Time)/(Waiting time + Total Talk Time + ACW +
Occupancy
Hold Time)
AHT (Total Talk Time + ACW + Hold Time)/Total Answered calls per Month
GP Revenue-(Total direct cost(Manpower+telecommunication)/Revenue
Total number of calls requiring escalation to the client / total number of calls
Rate
answered
Call Volume Total # of Calls Requiring Escalation to the Client per Month
On Time to Due Total number of reports distributed within deadline / Total number of reports
Date sent
Backlog Average
Use the Average Time Late calculation for those reports not sent on time
Time Late
Error Rate % # of Reports identified with an error / Total reports Distributed
Total number of invoices processed on time / total number of invoices
On Time Invoicing
submitted
Backlog Average
Use the Average Time Late calculation for those reports not sent on time
Time Late
Client Reported Total number of invoice entries rejected by the client / Total number of invoice
Errors entries
Internal Accuracy Total number of invoice entries rejected by the Internal Audit / Total number
Audit of invoice entries
Transfer Rate % Transferred calls to other departments/Answered Calls %
Staffing accuracy average staffing accuracy for the month weeks
Scheduling accuracy percentage of days meeting accuracy
On Time Hiring Filled class number / Required class number
 Percent of staff that successfully complete new hire training program and stays
Quality of Hiring
on floor for a period of 90 days
% of staff passing transaction monitoring requirement 30 days after completing
Quality of Training
training
Top Two Box Client Total number of surveys receiving top two ratings / Total Surveys (be sure to
Satisfaction identify the scale used)
On Time to respond Total number of complaints receiving a response within the cycle time
to Complaints requirement/ Total number of complaints
Top Two Box
Total number of surveys receiving top two ratings / Total Surveys (be sure to
Customer
identify the scale used)
Satisfaction
Top Box Customer Total number of surveys receiving top rating / Total Surveys (be sure to identify
Satisfaction the scale used)
Bottom Box
Total number of surveys receiving a completely dissatisfied rating / Total
Customer
surveys (be sre to identify the scale used)
Satisfaction
CSR Attrition % Internal and External Voluntary and Involuntary rolling avarage attrition
CSR Attrition % External Voluntary and Involuntary rolling avarage attrition(external only)
(Recruitment, Training ,Lost Rev and Transportation) cost per head Multiplied
by no. of agent left
CSR Absenteeism % Total Hours of Unscheduled Absenteeism / Total Scheduled Hours
total cost per head Multiplied by total No. of No show