Presently, customer service is the customer-facing front for most enterprises. Most businesses are known to be heavily invested in creating high-value customer exchanges. For this, most enterprises also recognize the value of customer retention. If you are still impervious to the significance of high-value customer service, your business runs a high risk of getting marginalized.
Joining the dots, it simply means that you need to systematically improve your customer service performance standards.
This could be achieved only by establishing quality performance metrics that will accurately gauge and evaluate your service. It may include primary metrics such as the total number of calls, overall customer complaints etc…
But these metrics are incomplete and depend on your customers to voice their dissatisfaction. According to research, most clients don’t take the time to register their disapproval. They usually just move onto your competitor.
Rather, you should follow a much more comprehensive list of factors that are directly related to your competition. This allows you to continually follow, evaluate and improve on your customer service quality. It’s achieved through the use of right quality metrics.
In this article, we are describing seven factors that could be directly retrieved and related to your service performance. It can also derive a comprehensive picture of the total service package.
Service Call Duration
Most enterprises consider standardizing call durations as a practice in jeopardy. If the individual calls are taking too long, it means attending a lesser number of total calls. Meanwhile, longer comprehensive calls are found to generate higher customer satisfaction.
For most companies, the time required to resolve a particular query is completely subjective. In this situation, you need to follow the simple call duration. This leads to an optimal time window to evaluate your customer service.
Service Idle Time
In a call center, Service Idle time is the time that gets spent between intervening calls. This time could get used-up for numerous purposes such as entering information, assigning tasks, raising tickets, verifying details etc.
The customer Service platform can automate or simplify most of these activities. It helps you increase the quality of your customer service across the table.
Client Waiting Times
Today, your customers can’t be expected to wait fifteen minutes before getting attention. In truth, most organizations can’t afford an upper time window of three minutes. This high standard could be achieved through a ticketing system, letting you tag each issue to its final completion. If the waiting times do exceed the given time window, it raises an alarm.
This system prevents customer hang-off and improves the overall call wait timings.
Client Abandonment Rates
This happens when the client gets frustrated and hangs up the phone. It’s a critical metric that needs to be constantly tracked and monitored. According to ifc.org, the global metric of client abandonment is 5% to 8%.
By following this metric, you can know whether your service quality remains within the constraints of desired quality.
Number of Communication Channels and Priorities
Although tele-calling still remains the favorite way to access customer service, the follow-up communications are usually carried out through a number of social media channels.
This may include email, social media platforms such as Google, Facebook, LinkedIn, etc.
In order to meet these independent communications, customer service teams should be able to manage multiple channels of communication.
Issue Resolution Ratios
A direct and agreeable factor of issue resolution is their ability to resolve issues. This requires your system to receive, resolve and store each of the client issues. Globally, the average issue resolution comes between 70-75%.
In the end, your service team performance is nothing but the collective output of individual performances. Rather than just evaluating primary metrics such as the number of calls or call duration, you should have a systematic way to retrieve detailed call reports.
By having individual reports to address all the concerned factors, you can be assured about the credibility and accuracy of your reports.
It’s the basic rule of performance improvement that you have access to accurate and relevant metrics while running your business. An integrated CRM platform gives you access to accurate on-time metrics that enable you to improve your service quality.