And how do their opinions line up with your expectations? Finally, you need to set specific goals that drive representatives to deliver excellent customer service. First you’ll want to get an overview of how many customer requests are coming your way in a given period. However, I wonder how you are going to measure all of these factors on an everyday basis. Agents missing these could be missing valuable opportunities and failing to answer customers’ needs. This may mean providing in-depth information, technical guidance or simply providing a sympathetic (yet still impartial) ear during complaints. It’s been proven time and again that the net promoter score is a powerful metric in understanding customer satisfaction. For example, when a service representative upsells or cross sells either over the phone or in person, performance should be measured. Required fields are marked *, Founded in 2003, Small Business Trends is an award-winning online publication for small business owners, entrepreneurs and the people who interact with them. By obtaining this sort of feedback from customers, you can measure customer service and get a pretty good indication of where you stand in your customers’ eyes. If your customer service is good, this number should be fairly high. They should speak clearly, introduce the company and themselves, and make the caller feel valued. Most importantly, you need to measure performance. In the midst of demanding team responsibilities and increasing customer demands, it’s difficult to set training goals and measure the impact on rep performance. SMART goal example: We will increase our rolling 7-day CSAT score from 82% to 87% in the next three months. Knowing how to evaluate customer service KPI performance can be difficult — how do you measure your agents’ success in a practical, actionable way? The answer is in KPIs, or key performance indicators. As many as 60% of customers feel being put on hold for even one minute is too long. It is incredibly important to measure how many new tickets are being generated every day, week, month, and quarter. Different types of businesses use different methods to measure employee productivity. Did the agent take the initiative to solve the problem as expected? Examples of customer service representative goals. According to a study by Dimension Data, 72% of customer service leaders say analytics enable better performance; yet, 20% of contact centers don’t measure the benefits of training. However, it’s vital agents continue to perform at their best in the interests of both the customer and the business they’re representing. Trust me its not as difficult as it might appear to keep a track of most of the factors listed above by the author. Agents must integrate lessons learned through coaching and training into their customer interactions. From exception reports to hourly auto-generated MIS reports, there are countless tools to go with. Customer loyalty plays a fundamental role in a business’ success. If one agent can’t solve a problem or knows a colleague is better qualified to do so, they’ll hand the customer over. "Small Business Trends" is a registered trademark. Really nice way to measure customer service. Customers are bucketed into promoters (score of 9 or 10), passive (score of 8 or 9), and detractors (score of 0-6). And if you do, then it could indicate that your customers have a higher-than-usual volume of complaints. You can also identify the key moments that earned you a satisfied customer. Choose customer service KPI that will work for you. Getting through to an agent immediately may be a rare occurrence, but it will definitely help improve the customer experience. Customer service agents are not only expected to be polite and well-mannered, they also have to be the right fit with your company. Calls should be answered and problems resolved fast and efficiently. Net Promoter Score. If, for example, satisfaction has gone down over the last couple of years, then you’ll know a change is likely in order. Customer Service Metrics. But if it’s good, customers are likely to come back, tell their friends and have a big impact on your company’s overall profits. If they appear clueless, they’ll create a poor image of the company overall. By measuring your total customer request volume, you can assess: The weight of your workload. No matter how great your company, there are bound to be issues and complaints. MIS reports are simply customized reports that highlight areas which are doing well or need improvement. Do you think the most companies are covering all these KPIs? If agents are solving problems within a single call, your customers will be satisfied and see that your service team is well-trained and efficient. If you are able to resolve most issues fairly quickly, then you shouldn’t have too many issues to deal with at any one time. On top of this customer service agents must strive to keep callers satisfied. Focus on tracking your own metrics because there are … Customer satisfaction is the goal. Great article! One customer service KPI to measure is the number of new tickets. Sign up for the Small Business Trends newsletter today and receive TWO free exclusive eBooks that include over 200 sales and marketing tips. Adding this metric to your scorecard helps you spot if this is happening, so you can find out what’s holding your agents up. 17 Most Effective KPIs To Evaluate Customer Service Performance, 6 Huge Mistakes That Are Hurting Your First Call Resolution, 15. Customer Service Performance Review Phrases Examples. Performance review phrases examples for customer service to write a performance evaluation and complete your performance review form for free. However, if this happens multiple times or the caller has bounced around with no one knowing how to help, it’s not a good sign. Customer satisfaction will be measured from 0 to 100% based on these rates — and you will get a full view of how your customer service is perceived by people. What words would they use to describe your brand? Customers who spend too long waiting for help may abandon the call altogether and go to a competitor instead (and 68% won’t go back after switching). Others, however, insist customer service falls into its own category, and deserves its own standards of measurement. If you can respond to customers and get them answers quickly, they’re more likely to be pleased with the experience. Whether you have enough people to maintain customer satisfaction. Next you can then put metrics in place to help you track the different processes. Even customers who like your brand might not choose you over your competitors for every single interaction or purchase. © Copyright 2003 - 2021, Small Business Trends LLC. When using key performance indicators you are going to firstly set goals for your customer service department. It’s unpleasant to be greeted unpleasantly, left in silence, or be treated too formally/casually or in a tone that doesn’t match the company you are reaching out to. This way you can address the root cause of any bottlenecks and control the churn rate. These are behavior and competence, skills such as listening, planning and goal-setting, teamwork, character, and leadership effectiveness. It is an important metric as it is well known that retaining a customer is less expensive than acquiring a new one. Below is a list of different KPIs your business might consider using to measure customer service. Customer retention rate – ability to keep a paying customer over a period of time There’s a definite formula for such metrics: Retention Rate = ((CE-CN)/CS)) X … Customer satisfaction is a major predictor of repurchase but is strongly influenced by explicit performance evaluations of product performance, quality, and value. Playvox is a quality assurance and performance software. Customer service is such an important factor that it can have a really big impact on your bottom line. Related: Cross-selling Techniques That Actually Work. They don’t really care for anything else. Related: Customer Service Response And Wait Times On Social Media. Subtract the percentage of customers who respond positively from 100% to get an overall CSAT percentage. Different ones will make more sense for different types of businesses. For example, follow-up questionnaires that measure how customers feel they and their query were handled by a customer service representative — or how effectively they feel a salesperson handled their inquiry — are good ways of measuring the personal performance side of customer satisfaction. Unfortunately, hyper-focusing on metrics above all else can lead to low morale among your agents. Using “Key Performance Indicators” (KPIs) is a brilliant way to measure your level of customer service. Are customers praising and thanking the agent by the end of a call? Good scores for this metric show your agents are enthusiastic about attending customers. Net Promoter Score (NPS) is an index ranging from -100 to 100, measuring your customer's willingness to recommend your company to others. All rights reserved. Using key performance indicators can help to ease off some of the pressure and work that always comes with being a customer service manager. 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