Balancing business priorities can feel like maintaining a three-legged stool—if one leg is weaker or shorter than the others, stability is lost. In the same way, organizations today must give equal attention to employee well-being, sustainability, and service performance to achieve long-term success. Each leg represents a critical area of performance, and without clear indicators to measure and manage them, efforts can falter despite the best intentions.

Aon’s 2022–2023 Global Wellbeing Survey reveals that employee well-being has become a leading priority for employers across the Asia Pacific (APAC) region, with nearly 40% identifying it as their top focus for the next five years. Since 2020, investments in well-being programs in APAC have increased by 27%, and half of the surveyed companies now allocate at least 4% of their total company and benefits budgets to well-being initiatives. However, despite these growing commitments, employee well-being continues to decline. The data shows that 38% of employees are at risk of mental health challenges, and over 65% are already experiencing burnout.

On the consumer side, sustainability is gaining ground as a key purchasing driver. A 2024 PwC survey revealed that consumers are willing to pay an average premium of 9.7% for goods that are sustainably produced or sourced, even in the face of economic uncertainty. Supporting this trend, research shows that strong environmental, social, and governance (ESG) performance is increasingly linked to stronger financial returns. According to Kroll’s ESG and Global Investor Returns Study, companies categorized as ESG Leaders achieved an average annual return of 12.9% globally, substantially higher than the 8.6% return of ESG Laggards. This reflects a nearly 50% performance premium for companies with high ESG ratings.

At the same time, service efficiency remains a key differentiator in customer loyalty. In the Contact Center Trends 2025, research reveals that call centers that minimize wait times tend to build stronger customer loyalty. When customers are satisfied with how long they wait, they are three times more likely to recommend the brand and 2.6 times more likely to trust it and make repeat purchases.

In light of these trends, it is more important than ever for organizations to adopt a balanced approach to performance management. One that reflects the interconnected nature of well-being, sustainability, and financial outcomes. This quarter, The KPI Institute spotlights three key performance indicators (KPIs) of the Month, and each illustrates how organizations can track and balance people, planet, and profit. 

KPI of April: % Employee Burnout Rate – This metric measures the proportion of employees experiencing symptoms of burnout during the reporting period. This KPI is used to assess workplace conditions and track overall employee well-being.

Burnout poses serious risks to productivity, engagement, and employee retention, which is why organizations need to track it early and take preventive action. Using reliable tools like the Maslach Burnout Inventory (MBI) can support accurate assessment. The MBI consists of 22 items that evaluate emotional exhaustion, detachment, and a diminished sense of achievement. To learn more about this tool and others like it, you can download the free digital poster from the TKI Marketplace.

KPI of May: $ Carbon offset investments – This indicator tracks the organization’s investment in purchasing or generating carbon offsets, each equivalent to one metric ton of carbon dioxide reduced or removed from the atmosphere. These offsets typically support certified projects aimed at lowering greenhouse gas (GHG) emissions. The main goal is to help organizations reduce their carbon footprint and contribute to global climate action.

Various registries offer carbon offsets, with prices ranging from as low as $1 to over $30 per metric ton, depending on the project’s type, quality, and certification. An analysis by Carbon Brief shows that top carbon credit buyers from 2020 to 2022 include Shell, Volkswagen, and Chevron. Want to learn how to get started with carbon offsetting and align your environmental KPIs with global standards? Download the free digital poster via the TKI Marketplace.

KPI of June: % First call resolution rate – This metric tracks the percentage of customer inquiries resolved during the first interaction with a service representative, based on the total number of unique inquiries received within the reporting period. It serves as a key indicator of how efficiently and effectively the customer service team handles issues without the need for follow-ups.

Research by the Service Quality Measurement (SQM) Group shows that the average % First call resolution rate among call centers ranges from 70% to 79%. Achieving a % First call resolution of 80% or higher is considered world-class level reached by only 5% of call centers. Boost your service team’s performance and hit that world-class benchmark. Explore the free digital poster on the TKI Marketplace.

These digital posters are part of the KPI of the Month series by The KPI Institute. It is a free infographic series designed to provide practical insights into the application of key performance indicators. Each edition focuses on one specific KPI, offering clear explanations of terminology, addressing common challenges in its use, and outlining essential details such as its definition, calculation, Balanced Scorecard relevance, data profile, typical targets, and actionable recommendations.

Around 67% of the world’s population, or 5.4 billion people, are now online, according to the International Telecommunication Union’s (ITU) report, “Facts and Figures 2023.” Apparently, the demand for high-speed Internet access is increasing, and the telecommunications industry should make sure that its infrastructure can handle the growing usage without compromising quality.

But beyond infrastructure upgrades, it is important that organizations can effectively sustain their systems to constantly meet their goals and maintain reliable service for customers. One approach to achieve this is the implementation of performance measurement systems. This will allow organizations to gather data on network efficiency, easily identify bottlenecks, make well-informed decisions regarding infrastructure investments, and most of all, deliver better customer service.

Providing leaders, professionals, and the broader business community with essential knowledge and resources, The KPI Institute (TKI) curates a collection of diverse learning materials and opportunities in strategy and performance management and adjacent fields every month. Some of these resources, while released years ago, remain highly relevant due to their timeless principles and adaptability to changing business dynamics as well as their enduring value and insights for today’s challenges.

This month, TKI is pleased to present comprehensive, research-based resources focusing on telecommunications.

Articles (FREE): Explore these featured articles from Performance Magazine: 

• $ Telecom subscriber acquisition cost
• % Call setup success rate (CSSR)
• Verizon Communications and the HR Balanced Scorecard
• Decision-Making: An Applied Case of Problem-Analysis and Solutions Finding

The Telecommunications KPI Dictionary: The key performance indicator (KPI) taxonomy used in this dictionary covers all major functions of the telecommunications industry, such as call center and telecommunications. The content covers establishing a robust workforce, improving people policies, practices, and systems, ensuring that the financial and operational telecom models meet their goals, and providing information on the quality of inbound and outbound calls.

Call Center Scorecard: This represents a catalogue of the KPIs used by the call center in order to manage and measure its strategic performance. The KPIs are grouped in the four traditional perspectives of the balanced scorecard, each containing objectives and KPIs that describe and assess the performance of the organization.

Call Center Performance Management System Toolkit: Featured here is a visual snapshot of the overall system for managing and measuring performance within the call center, including the system tools and processes and the connections between them.

Customer Service Call Center Dashboard: This is designed for managing and measuring performance of inbound call centers. The tool contains a repository of the most relevant and widely spread KPIs in the call center industry. While pre-populated with KPIs and other relevant data, this template can be customized for the specific needs of your organization. A Customer Service Call Center Dashboard Administrator Guide is also included with each purchase to make template customization an easy process.

May 20, 2013, Melbourne, Australia – The KPI Institute, the global authority on Key Performance Indicators (KPIs) research and education announces the launch of a new report in its 2011-2012 edition of its popular Top 25 series of reports. The series is based on research conducted through www.smartKPIs.com, which contains over 20,000 Key Performance Indicator examples, making it the world’s largest source of thoroughly documented KPIs.

Customer Service refers to the services provided to existing and potential clients throughout the sale life cycle – before, during and after the purchase. The service capability is a major driver of customer satisfaction and loyalty and a source of sustainable competitive advantage. Customer Service stands for an organization’s capability in offering specific services for their customers, at their required qualitative level, to respond to their needs and wants. KPIs refer to the time efficiency responsiveness as perceived by the customers, as well as the quality of the services and responses offered. (more…)