Engineered Application
- Incomplete Application (Not in Good Order – NIGO) Rate – Percentage of applications requiring supplementary data or adjustments before being processed.
- Cycle Time – Average time it takes to complete an application process
- Approval Rates – Percentage of approved applications
- Total Applications Received – Total number of accepted applications
- Total Applications Processed – Total number of processed applications
- Dropout Rate – Percentage of applications prematurely terminated
- Service Level Agreement (SLA) Percentage – Percentage of requests that are fulfilled within the selected SLA for each particular kind of engineered application
- Customer Wait Time – Total time the client must wait before speaking with an engineered application associate or a sales agent
- Length of Application – Number of pages each application contains
- Cycle Time from Agency Receipt to Customer Notification – Number of elapsed days between policy submission and customer notification of approval or rejection
- NIGO at Agency – Percentage of NIGO requests compared to the total number of requests submitted to the company
- NIGO Offshore – Percentage of NIGO requests compared to the total number of requests submitted to overseas agents
- NIGO at Underwriting – Percentage of NIGO requests compared to the total number of requests submitted to underwriting
- Non-Straight-Through-Processing (STP) Rate – Percentage of applications that cannot be processed at the outset but are processed afterward
Technical & Product Support (Sales)
Related: Product Support Representative, Customer Support Analyst, Technical Support/Service Representative, Help Desk Administrator
- Work Orders Completed – Total number of work orders accomplished by each member per day
- Completion Success Rate – Percentage of work orders successfully accomplished within schedule
- Schedule Adherence – Percentage of planned job orders accomplished
- Schedule Attainment – Percentage of all accomplished work orders, whether planned or unplanned, divided by the total number of planned work orders
- First Time Resolution Percentage – Percentage of problems solved in one call
- Average Handle Time (AHT) – Average length of call to execute an order for the technical and product support group
- Offshore Percentage – Total number of offshore technical and product support requests as a percentage of total tasks done
- Percentage of Applications with Product Adjustments – Percentage of applications requiring modification compared to the total number of applications
- Accuracy of First Quote – Percentage of accurate quotes compared to the total number of quotes
- Time Spent on Rejected Orders (in Hours) – Number of hours consumed in handling rejected orders in a specific term
- Order Status Volume – Total number of amended requests per hour
- Estimate Time to Ship (ETS) Volume – Total number of ETS updates the whole group completed within a specified term
- Software and Warranties Special Returns Volume – Number of software and warranty returns finalized within a specified term
- Order Reject Volume – Total number of rejected orders finalized by the team within a specified term
- Dropship Order Tracking and Ship Confirmation Cases – Total number of order tracking and transfer validation cases the overseas crew handled during a given term
- Number of Orders for Which Status Is Provided Daily – Total number of sales order warehouse ETS revisions performed during a specific term
- Daily Sales Order Warehouse Estimate Time Ship (ETS) Updates – Total number of sales order warehouse ETS revisions performed during a specific term
- Software and Warranties Returns Processing per Day – Total number of software and warranty returns handled per day
Vendor Alliances & Management
- Total Vendors – Total number of dealers affiliated with the firm
- Total Vendors Sales – Total number of sales per dealer
- Vendor Compliance Rates – Percentage of orders for which dealers meet all targets
- On-Time Delivery – Percentage of dealer shipments within SLA
- Order Cycle Time – Average cycle time to accomplish a request with a dealer
- Number of Marketing Exercises per Vendor – Total number of marketing practices in which a dealer took part in training sales agents
- Vendor Cost per Unit – Total dealer expenses per product group
- Vendors within SLA – Percentage of dealer orders administered within the appointed SLA
- Total Number of Vendor Inside Representatives – Total number of staff members each dealer has within the firm’s sales force
Incentive & Rebate Desk
- Total Rebates – Total number of discounts proposed in a specific term by the firm
- Average Rebate Cost per Order – Average cost of discounts per order in a specific term
- Total Rebates Created/Booked within SLA – Total number of discounts requested by the sales agents and complied to by the rebate/pricing office within the SLA
- Total Territory Revenues after Rebates – Area/domain income corrected for discounts and incentives paid
- Cost per Rebate – Total expenses related to discount processing per unit
- Percentage of Vendors Offering Rebates – Percentage of dealers offering discounts compared to the toa number of affiliates
- Percentage of Rebate Discount – Average percentage of discounts per sale by dealer
Pricing
- Number of Cost and Availability Cases Completed – Total number of expenses and availability cases accomplished in a specific term
- Time Spent on Cost and Availability Cases – Total number of hours allotted to cost and availability cases for the group in a specific term
- Cost and Availability Volume – Total number of tasks executed by the cost and availability unit in a specific term
- Percentage of Cost and Availability Confirmations within SLA – Percentage of cost and availability cases accomplished within the specified SLA compared to the total number of cost and availability cases
- Bundled/Combined Product Percentage – Percentage of merchandise that are merged at a discounted price
- Discounted Product Pricing Rate – Percentage of merchandise priced less than retail because of rebates
- Revenue per Unit – Total merchandise earnings divided by the number of units sold
- Gross Profit – Total gross profit after costs
- Segment Pricing – Yes/No metric showing the application of multi-tiered pricing according to categories
- Customer Projected Revenue – Total projected sales per client according to the longevity of relationship
On-board/Off-board Customers
- Account Setup Cycle Time – Average time needed to create a new account
- Total Account Setups – Total number of new account sign up per person per day
- Percentage of Account Setups within SLA – Percentage of new account sign up within the SLA compared to the number of new account sign ups
- Account Cancellation Cycle Time – Average time needed to revoke a current customer account
- Total Account Cancellations – Number of current accounts revoked by each person
- Percentage Account Cancellations within SLA – Percentage of current account dissolutions within the SLA compared to the number of current account dissolutions
- The ratio of Account Cancellations to Setups – Number of account dissolutions divided by the number of new account sign ups
- Saved Account Percentage – Percentage of probably dissolved accounts that are restored
- Cost per Account Setup – Average expense to create a new account
- Cost per Account Cancellation – Average expenses to revoke a current account
- Total Territory Revenue – Total monthly income for a designated domain/area according to current open accounts
