The shareholders’ value creation has become the primary goal of any company. The main challenge is to translate corporate objectives into the set of measures and to communicate high-level goals to the employees. The purpose of this paper is to determine the most appropriate operating objectives and target measures for the bank’s customer service centre. The Balanced Scorecard approach was used as a theoretical basis. The middle range managers and front office employees of Latvian commercial banks were surveyed to model the objectives tree with the quantitative metrics, which can be used by the middle managers as a daily management tool. The authors focused only on the financial, customer and personal perspectives.