Article : Five Insightful Metrics For Customer Service Reports?
Reporting is the irrevocably critical part of almost all business operations. Accurate reporting gives Insights into daily operations and act as grease in the relationship between employees and management.
Unless, your operations and decision-making are based on the solid grounds of reporting, your performance evaluations will simply reflect your personal biases. As you know, this approach can’t work on the long-term. You need to have regular and timely reports to resolve this problem.
At the same time, it’s important to manage your reporting based on the right metrics.
For example, let’s take the case of a customer service agent. You can try to track the individual agent performance on multiple metrics such as time spent in the office, the number of calls made etc…But these metrics give you only a partial picture of the actual agent contribution. You need to have in-depth metrics that connect the actual work of agent and its impact.
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In this article, we will give you an idea of five different metrics that examine the daily agent performances.
- Number of queries successfully closed
- Severity of resolved queries
- Customer satisfaction rating
- Getting issues resolved within time
- Issues that get escalated
1. Number of queries successfully closed
As you may already know, the customer service operation happens to be a volume game. Unlike a sales professional, the service agent is required to handle a large volume of inquiries on a daily basis.
In this sense, the ability of the agent to successfully handle and multi-task between large numbers of queries is a definite metric that should be followed closely and evaluated. The organization should track and evaluate the queries to be resolved on a daily basis.
You can boost the ability to resolve a larger number of queries through managing all customer issues through a ticketing platform. It will also enable your service agents to multi-task between different channels of customer communications.
2.Severity of resolved queries
The ability to handle severe issues is a factor that reflects the ability of your customer service.
At the end of the day, you can say that a severe issue getting smoothly resolved is a potential catastrophe averted. The service agent needs to be skilled handle severe issues.
The customer service team has to handle this situation on a daily basis. For this, you need to track the severity of all customer queries on a daily basis.
For example, let’s take two contrasting cases of customer query.
A visibly frustrated customer asking about service-unavailability can’t be at the same level of priority as a customer querying about an advanced feature. Both these exist at utterly two different planes of significance.
A good reporting system should be able to establish the difference between these two different types of queries.
This can be possible only through a closed ticketing platform. You can also successfully identify the agents who have proven themselves in resolving high severity issues and place them at positions better suited to handle those issues.
3. Customer satisfaction as a rating
We all know that customer satisfaction ratings have ascended as a top factor to determine business success. It also happens that customer satisfaction is a comparatively difficult and indirect metric to measure on a daily basis.
As customer service happens to be one of the significant points of interaction between the business and customers, you can measure customer satisfaction at this time. By having trained service professionals, you can significantly boost the customer satisfaction ratings. This will also help you boost your Customer satisfaction ratings.
Simply put, you can measure the customers’ satisfaction in issue resolution to get a realistic sense of customer satisfaction.
4. Getting issues resolved within time
It’s no secret that modern customers expect to get complete resolutions at the earliest. A good service team can dictate their issue resolution time through setting SLA time within the customer service suite.
The issue resolution time is determined by two factors.
- Response time – time passed between the issue creation and first response.
- Resolution time – the time taken for the complete issue to get resolved.
An adept customer service executive can bring down both these time factors. By establishing a customer service platform, you can successfully cut down on both these critical time durations.
5. Issues that get escalated
You can evaluate a service professional through the number of issues that escalated through his or her helpdesk. It may be inevitable that issues may occasionally get escalated. But having one’s assigned queries regularly getting escalated could means ineptitude in managing the problem.
A relatively high escalation rates may also mean that the customers aren’t well equipped to resolve their assigned issues.
A simple ticketing system can turn your customer service reporting from an intuition-based activity into a regularly followed systematic process. This makes it indispensable for any business looking to track and optimize their service process.
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Published: Thursday, August 17, 2017
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