This indicator is measured through the percentage of customers resolving their issue when they first called over the total number of resolved issues in a period. This covers whether they are satisfied with their line of work, with their salary, and with their work environment. Calls are also measured depending on how quickly an agent picks up a call. Customers who have a positive experience are more likely to submit feedback when asked. To provide a good service to their clients, they should also be taken care of by the business and their BPO company. Besides measuring the number of tickets agents are able to respond and resolve over a certain period, measure other factors. An agent’s performance is scaled from 1 to 10, with each rating divided into three categories: promoters (9-10), passives (7-8), and detractors (0-6). It is important to know what to do with the data you want to measure even before setting up ways to measure your KPIs. This measures if they have met or exceeded their services given. However, other factors should also be considered such as overall satisfaction with the product/service and the brand. Though call centers have standard measures for customer calls, their clients also set their metrics to track and improve the performance of their team. Create and follow the chain of command. Per prima cosa, devi aver ben chiaro un principio: la customer service deve essere impeccabile sia in fase d’acquisto che nel post vendita. The simplest way to get the NPS is to let customers give a rate between 0 and 10. Call centers use different ways to measure customer satisfaction. CSAT score, or customer satisfaction score, is sometimes called the ‘Happy Customer KPI’. Measure this data within a given period divided by the customers you had at the start of such period. This KPI measures and tracks the customer churn percentage. This KPI follows the ‘sales funnel’ method. Customer support experience can influence actions. The objective was 100% alignment of worldwide operational activities with company strategy and objectives. You can’t set expectations too high or too low to achieve, since this may affect the quality of service you give to your customers. This determines the efficiency of the team and is used to control costs in running outbound call centers. CSAT is generally measured using just one key question along these lines:Respondents would then select their answer from a scale of choices. The average speed of answer (ASA) determines the team’s efficiency, performance, and accessibility by answering the phone. These cookies will be stored in your browser only with your consent. An issue does not require to be resolved right away to measure this. Zendesk. Depending on the team, a call may consist of answer speed, transfers, hold, and escalation, if necessary. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. In-between call activities may include taking notes, processing transactions, and idle times. For those who seek customer support through social media, most expect a response on weekends and at night. They're impossible to corral into standard categories. Consider canned replies, setting up time-based email alerts, or using email auto-responders. To determine turnover rate, divide the number of employees who left the company by your average number of employees. Employee engagement determines how the employee engages in a call or an internal operation. Reduce customer churn – Customer churn is defined as the percentage of your customers who have stopped buying your products or services over time. This KPI measures the average time spent between a time when a customer calls to the moment when your customer service representative responds to it.