Achieving Customer Service Excellence: KPI’s
Customer service KPIs (Key Performance Indicators) are metrics that businesses use to measure the success of their customer service efforts. KPIs help businesses achieve customer excellence by providing a way to measure and track customer service performance, focus on specific goals, establish accountability, drive continuous improvement, and make customer-centric decisions.
Here are some common customer service KPIs that businesses often use:
Customer satisfaction (CSAT): This KPI measures the overall satisfaction of customers with the service they received. It is usually measured through surveys or feedback forms after an interaction with customer service.
Net Promoter Score (NPS): This KPI measures customer loyalty by asking customers how likely they are to recommend the company to a friend or colleague.
First contact resolution (FCR): This KPI measures the percentage of customer issues that are resolved on the first contact with customer service, without the need for the customer to follow up again.
Average handle time (AHT): This KPI measures the average time it takes for a customer service agent to handle a customer inquiry or request.
Abandoned call rate (ACR): This KPI measures the percentage of customers who hang up before their call is answered by customer service.
Service level: This KPI measures the percentage of calls that are answered within a certain timeframe, usually measured in seconds.
Call quality score: This KPI measures the quality of customer service calls, usually measured through call monitoring or customer feedback.
Resolution time: This KPI measures the average time it takes for customer service to resolve a customer inquiry or request.
These KPIs can help businesses measure the effectiveness of their customer service efforts and identify areas for improvement. By tracking these KPIs over time, businesses can measure the success of their customer service initiatives and make data-driven decisions to improve the customer experience.
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