All Contact center Retail

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Contact center
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Average Handle Time AHT Talk time plus hold time plus after-call work, divided by contacts handled. Service Level SL% The share of contacts answered within a target time, usually written as two numbers such as 80/20, meaning eighty percent answered within twenty seconds. Service Level Agreement SLA The contractual commitment wrapped around service level and the other targets, including how they are measured, what is excluded, and what happens when they are missed. Abandonment Rate ABA% Share of contacts that disconnect while waiting, before reaching an agent. First Contact Resolution FCR Share of contacts resolved without the customer needing to come back. Occupancy OCC Share of logged-in time an agent spends handling contacts, including after-call work. Schedule Adherence How closely agents follow their scheduled activity through the day. Shrinkage Share of paid time that is not available for handling contacts. Customer Satisfaction CSAT Score from a post-contact survey, usually reported as an average or as the share giving a top rating. Cost per Contact Total cost of running the operation divided by contacts handled. Attrition Share of staff leaving over a period. Forecast Accuracy How close forecast contact volume came to actual, usually expressed as mean absolute percentage error.
Retail
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Comparable Store Sales COMPS Sales growth from stores open across the full comparable period, excluding openings and closures. Inventory Turnover TURNS How many times inventory sells through and is replaced over a period. Gross Margin Return on Investment GMROI Gross margin earned for every currency unit tied up in inventory. Sell-Through Rate STR Share of received units sold within a given period. Shrink Inventory lost to theft, damage, error or supplier discrepancy, as a share of sales. Conversion Rate Share of store visitors who buy something. Average Transaction Value ATV Average amount taken per transaction. Units per Transaction UPT Average number of items in a transaction. Sales per Square Foot Sales generated per unit of floor area over a period. On-Shelf Availability OSA Share of time an item is genuinely present and shoppable on the shelf. Markdown Rate Reductions from original retail price, expressed as a share of sales. Weeks of Supply WOS How long current inventory would last at the current rate of sale.

Recognize any of these in your own reporting?

Most businesses have two or three running quietly in the background. Finding them is the first thing I do on an engagement, and it is usually the cheapest thing that changes a decision.

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