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Article : Five Insightful Metrics For Customer Service Reports?

#contactcenterworld

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.

  1. Number of queries successfully closed
  2. Severity of resolved queries
  3. Customer satisfaction rating
  4. Getting issues resolved within time
  5. 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.

  1. Response time – time passed between the issue creation and first response.
  2. 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.

Conclusion:-

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.

#contactcenterworld


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Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

Published: Thursday, August 17, 2017

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2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 

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