More KPIs the merrier?

I often ask persons how do they measure performance and you will be surprised to hear the responses. So if you are working in a telecom or other service type industry and trying to figure out what to measure, rest assured there are probably a thousand + things that you can track but I have compiled a list of ten for my readers. So if you are looking to set up your corporate dashboard you may what to examine a few of these or drop me a line if you have some favorites and why.

Average Revenue Per User (ARPU) - Total revenue divided by the number of subscribers.

Churn Rate - Percentage of customers that discontinue their subscription to a service in a given period.

EBITDA - Net income with interest, taxes, depreciation, and amortization added back

Average Wait Time (AWT) - Time customer waits before they are answered by Customer service representative

Call Drop Rate - Percentage of calls which, due to technical reasons, were disconnected before either part terminated the call.

Time to repair (TTR) - Average time required to repair service

Revenue Per Employee - Identitfies how efficiently a particular company is utilizing its employees.

Minutes of Usage - The total time, measured in minutes, that a customer uses their phone during a specified period

First-Call Resolution (FCR) - Resolving customer's need the first time they call, eliminating the need for the customer to call back.

Payback Period - The length of time required to recover the cost of an investment.