Balanced Scored

Balanced Scored

As managers of a call center, what control measure can be utilized effectively and efficiently to analyze the organization’s performance in terms of the company’s vision? Implementing a balanced scorecard can maintain, support, and improve perspectives within the call center. A balanced scorecard attempts to measure and provide feedback to companies to assist in implementing strategies and objectives. (Investopedia, 2015) The four balanced scorecard perspectives are financial performances, customer satisfaction, learning and growing measures and the internal processes of a company’s performance. Managers can use the balanced scorecard to evaluate and achieve desired results. It provides a framework that not only provides performance measurements, but helps planners identify what should be done and measured daily. It enables executives to execute their strategies. (SMG, 2014) Customer satisfaction perspective is most important in a balanced scorecard. Customer satisfaction focuses on “if” call center agents are meeting customer needs. Next, the internal perspective is contingent on customer satisfaction. The internal process of a call center defines “how well” customer’s needs are being met, by call agents. Next, financial performance is of immense concern to companies. Financial performance determines growth and success of the call center, and its ability to generate profit and income. Lastly, learning and growing measures perspectives, strategically combines employees and technology to achieve goals. The learning and growing aspect of the call center support call agents, on-job training, facilitates company growth and innovation. By efficiently and effectively implementing this managerial concept, the call centers can be evaluated both internally and externally to improve company value. Call center employees can understand the company’s vision, individual objectives, and the importance of training when a balanced scorecard is implemented to increase company...

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