Metrics that are covered : Cost per Lead ,Capacity Utilisation Rate (CUR) ,Project Schedule Variance (PSV) ,Project Cost Variance (PCV) ,First Contact Resolution (FCR)

16. Cost per Lead = Knowing your cost per lead is important because it helps set your sales goals and advertising budget. Cost per Lead = Total Ad Spend / Number of New Orders

17. Capacity Utilisation Rate (CUR) = Is a metric that is considered when there is a need to measure the rate at which potential output levels are being met or used. Displayed as a percentage, capacity utilization levels give insight into the overall slack that is in the economy or a firm at a given point in time. Capacity Utilisation Rate (CUR) = (Actual Output - Potential Output)/Potential Output X 100

18. Project Schedule Variance (PSV) = Schedule Variance and Cost Variance give you important information about the project’s progress, and you must keep watching them regularly. If the Schedule Variance is positive, you are ahead of schedule.If the Schedule Variance is negative, you are behind schedule. Project Schedule Variance = Earned Value – Planned Value

19. Project Cost Variance (PCV) = Schedule Variance and Cost Variance give you important information about the project’s progress, and you must keep watching them regularly. If the Cost Variance is positive, you are under budget.If the Cost Variance is negative, you are over budget. Cost Variance = Earned Value – Actual Cost

20. First Contact Resolution (FCR) = FCR performance is usually defined as the percentage of clients who were able to achieve resolution in one call. This a common metric used in the services/Call centre industry

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