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Grow Your Bottom Line with these 8 Customer Service Metrics - Voxjar - ContactCenterWorld.com Blog

Grow Your Bottom Line with these 8 Customer Service Metrics

First, let’s start by saying that customer service does not have to be a cost center. Great customer service teams contribute directly to the bottom line.


Here are 4 Reasons why customer service is important to the Company’s Bottom Line.
A quality Call Center allows an organization to:

  1. Reduce churn, increase adoption, and improve retention
  2. Gather valuable customer data for product and service improvements
  3. Identify customer issues and/or upsell opportunities
  4. Provide alerts to identify “at-risk” and satisfied customers

 

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Now that we understand the value of great customer service, here are 8 metrics that your customer service team can use to grow the bottom line.

1. First Response Time

First Response Time is the amount of time it takes for your call center agents to contact a customer after they submit a query.
Contacting customers in the shortest amount of time possible will not only lead to more satisfied customers, it can also lead to more repeat sales and reduced customer churn. Adding this metric to your call monitoring form can immediately improve customer experience and call handling efficiency.

2. Average hold time

Managing your hold time for your customers is critical to ensuring they have a good experience with your brand.


3. Post-call survey rating

The first thing to recognize when it comes to post-call surveys is that they are not the same as customer satisfaction scores.
Confusing these two metrics can frustrate your customers and skew the intended results.
A post-call survey should be only about one thing – the call the customer was just on.
This information will tell you what training your agents need, how your call center’s current approach is working, and if the agent is working out.

4. Net Promoter Score (NPS)

NPS has become a hallmark of customer success and is widely used across industries to track the approval rating.
The process of determining your NPS is simple; using a 0-10 scale you you ask your customers the following question: How likely is it that you would recommend [your brand] to a friend or colleague?
NPS provides a good indication of your customer’s overall impression of your brand, and higher NPS scores are linked to repeat customers and referrals.

5. CSAT

Similar to the NPS, a Customer Satisfaction Rating (CSAT) is a good indicator of the success or failure of your customer relationship management program.
The difference is that a Customer Satisfaction Rating is typically measured on a five-point scale rather than a 0-10 scale.
You simply ask each customer to rate their level of satisfaction with your brand on a scale from 1-5.

6. Customer Retention Rate

Customer retention is a metric that allows you to see how many of your customers you keep (or retain), each time a renewal period passes.

Retention is measured at certain ongoing intervals (e.g., monthly, quarterly, or annually) which can differ depending on your business. Knowing this time period is important when calculating your retention rates.


7. Service Quality (ServQual)

Service Quality (ServQual) is a tool developed by Valerie Zeithaml, A. Parasuraman and Leonard Berry based on research they did while writing the book, Delivering Quality Service.
They found that customers care about five very specific characteristics, when it comes the service they receive from brands like yours.


In order of importance, these are the top 5 characteristics of ServQual:

  1. Reliability: The ability to perform the promised service in dependably and consistent manner.
  2. Responsiveness: The ability and willingness to help customers in a timely manner.
  3. Assurance: Demonstrating a thorough knowledge of your product and/or service and an understanding of your customers.
  4. Empathy: The ability to care for each customer as an individual and provide them with the attention they need.
  5. Tangibles: The physical appearance of facilities, equipment, personnel, and marketing materials.

Using customer assessments, you can determine where your call center meets or exceeds customer expectations and where you fall short.

8. Employee Engagement

The final metric to measure and track is employee engagement.
Employees, such as your call center agents, are the ones within your organization who will interact directly with customers.
Happy employees lead to happy customers.
If you put in the effort for your employees, research shows that they will put in the effort for your customers.


Many quality assurance software solutions give you the freedom to measure and track these metrics in your customer service call center. Implement them today and watch your business grow as your customers and employees become happier.

 

Source: https://voxjar.com/8-customer-service-metrics-that-will-improve-your-bottom-line

Publish Date: June 15, 2021 7:07 PM


2022 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Hello Direct

Poly, Jabra, EPOS, JPL, Cisco, Logitech
We offer a broad portfolio of headsets to include Headsets with QD (Quick Disconnect), DECT and Bluetooth wireless headsets, USB Headsets, Zoom and Microsoft Teams Certified Headsets, UC headsets, Contact Center headsets, Work From Home headsets, hybrid work headsets, and more! We supply all headset accessories to include ear cushions, mic screens, lapel clips, training-y cables, interface cables, EHS cables, replacement parts, and more.
Hello Direct offers headset Refresh and Voice Testing Services and a new UVC Sanitize Service where we use our commercial UVC cabinets to sanitize your headsets and handsets with UVC light technology.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

9.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

10.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Voxjar

Recent Blog Posts:
9 Phone Etiquette Tips for Customer Service CentersJuly 1, 2021 2:05 PM
4 Best Practices for QAJune 17, 2021 9:38 PM
6 Mistakes to Avoid on your QA FormsJune 16, 2021 5:41 PM
Grow Your Bottom Line with these 8 Customer Service MetricsJune 15, 2021 7:07 PM
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