Database Answers Bienecke Reference Library, Yale University

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This Page shows the specifications for Customer Quality KPIs.
There are four Levels of data and information :-

  1. Exception Reports at the top level.
  2. Management summaries.
  3. Operational summaries.
  4. Transactions at the lowest level.

Data in the KPI_Specifications Table
Area Level Name Derivation Responsible Format
CRM 1 Summary values Monitor changes in Good and Bad Customers. Director Scorecard
CRM 2 Customer Quality Profile Compare Customer Calls against Bad Debt , Value, etc.. CRM Manager Data Mart
CRM 3 Daily Summaries Consolidated at Customer level. Call Center Manager Call Center Database
CRM 4 Daily Calls Analyze calls to Call Center - Complaints, Enquiries, etc.. Support Manager Call Center Logs

 
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