I work in a call centre and a call centre relies heavily on technology and systems. Whenever a critical system goes offline it would either entail the agents having to fallback to time consuming manual processes or customers not being able to utilize our self service systems and opt to speak to one of our agents. Both situations leads to a deterioration of our service level in a short period of time.
My superiors have tasked me to come up with a scorecard to measure the impact of system disruptions on our service levels which should be presented once a month. I thank you in advance for any assistance and ideas shared on how to best table a KPI or scorecard to measure these interruptions.
It looks like you need to have a scorecard with risk indicators. Each risk indicator should actually be linked to the two metrics: probability (what’s the change of downtime) and impact (for example overwork hours or something else). We discussed this in the details here: http://www.bscdesigner.com/key-risk-indicators-kris-and-risk-scorecards.htm
If you going to use BSC Designer software then I’d recommend to map a big picture of the processes you have and what happens if your system experience downtime.