What is Shared Services?
Shared Services refers to a group of centralized, non-revenue-generating operations that support multiple divisions, or lines of business, of the company. This centralization (i.e., employees grouped in a single, central location) of support services allows these resources to be "shared" across the organization, and are typically associated with lower costs, higher productivity and increased standardization of work processes and outputs. Shared Services organizations typically include Finance, Master Data Management and Human Resources. In some cases, Shared Services organizations may also perform Procurement, Legal, and Information Technology-related tasks as well.
Average Handle Time (AHT)
The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.
KPI Type : Productivity
Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)
KPI Benchmark Range : 221-656
Calls Handled per Representative
The total number of calls handled (inbound and outbound) by customer service or call center representatives divided by the total number of representatives working for the company over a cert...
KPI Type : Productivity
Formula : (Total Number of Calls Handled / Total Number of Call Center Representatives)
KPI Benchmark Range : 33-71
Benefits Staffing Ratio
The number of company-wide employees divided by the total number of employees working in the benefits department at the same point in time. Benefits employees are typically responsible for d...
KPI Type : Organizational
Formula : Total Number of Employees / Number of Benefits Employees
KPI Benchmark Range : 580-2,037
Cost per Hire
The total cost of recruiting and hiring (labor, job postings, travel costs, etc.) for all open positions (front-line or entry-level staff, managers, directors and executives) divided by the...
KPI Type : Cost
Formula : Total Recruiting Costs / Number of Open Positions Filled
KPI Benchmark Range : $1.5K-$6.1K
A typical Shared Services Group is composed of several common sub-functions, or teams, that work together to manage the firm’s long-term and day-to-day monetary operations and strategy (Finance), attract and train the employees of the company (Human Resources), develop, manage and maintain the organization’s technology-related assets (Information Technology), oversee the organization’s litigation and compliance with internal and external regulations and laws (Legal), manage the structure, quality and use of data by both internal and external users (Master Data Management) and purchase products from vendors to satisfy internal and external demand (Procurement). Browse our Shared Services organization chart page to learn about the roles and responsibilities of each major function. Then, download our org chart template (PDF, Visio) to plan and support shared services operations improvement efforts.
Check out our shared services best practices page to view selected descriptions of work methods that have been proven to produce better results (as compared to other, similar methods). Want more? Download our Shared Services Best Practices Guide, which provides a healthy selection of valuable best practices that can be incorporated to improve shared services management operations. There might not be only one "best" way to perform every task. However, there is always a "better" way.