Post by account_disabled on Feb 22, 2024 2:33:10 GMT -8
In the design of any corporate strategy worth its salt, consideration of business-consumer communication channels and customer service must occupy a prominent place. In a context like the current one, in which the distances between companies and consumers are shortening, and the relationship and communication between the parties occurs continuously — with a growing demand for immediacy in the responses and attention provided to the customer — , it becomes extremely important to have not only a strategy aimed at improving the company's image through resources such as live chats or call centers , but also to have adequate key performance indicators (or KPIs) to monitor these activities and correct them in time. possible deficiencies, errors and/or dysfunctions in consumer services. KPI for Call Centers : the importance of customer service Before proposing some guidelines for choosing KPIs for monitoring customer service services and/or Call Centers , it is important to highlight the advantages that these services represent for any organization that provides them: In business environments that are increasingly determined and conditioned by the evolution of new information and communication technologies (ICT), remote or virtual attention becomes critically important: Internet, telephony and networks become, if not the only ones, then yes.
The main contact and communication channels to publicize the mission, vision and offer of an organization, and to receive the necessary feedback from consumers. KPI monitoring Since customer service services (along with the sales force and other agents in direct contact with the consumer) are the ones that maintain the most direct contact with the customer , their importance in improving the company's image is fundamental. Customer communication channels, such as customer service via Call Centers , are an inexhaustible source of data and information Chinese Student Phone Number List that organizations must learn to manage and exploit properly to get the most out of them. That being said, what KPIs are the most suitable for monitoring the activity of a Call Center ? To choose the most convenient indicators, we must take into account the following considerations: The resolution rate of the calls received is a determining factor for the success of a Call Center, and although it can be calibrated in different ways, we must take into account the importance of the resolution in the first call, or what is known as First Call Resolution (FCI).
This indicator should appear in any monitoring plan or strategy that seeks to obtain optimal results and constant improvement of the service . The client does not wish to contact a Call Center on more than one occasion for each of the issues, doubts, demands, conflicts... that motivate their call; Quality indicators must reflect the occasions in which the consumer must contact more than one occasion to resolve the same demand. Response time is an equally critical factor in improving the company's image and increasing consumer satisfaction . The duration of calls, the opening and computerized closing of tickets on demand or other easily implemented resources offer objective data that allows monitoring the performance of the service in terms of effectiveness and efficiency in response time. Including a brief test to be carried out by the client at the end of each contact with the Call Center makes it possible to obtain a first evaluation of the hot service , an indicator of great interest to gauge the degree of immediate satisfaction that the client expresses with the service provided. Finally, the integration of KPIs that allow monitoring the level of commitment, satisfaction and well-being of the agents in charge of serving the Call Centers must also be considered : fluid internal communication allows the adoption of measures that result in improved staff motivation and, consequently, in improving their productivity (in terms of effectiveness and efficiency). These notes on KPI indicators to monitor the performance of customer service and Call Centers do not, of course, exhaust all the existing possibilities.
The main contact and communication channels to publicize the mission, vision and offer of an organization, and to receive the necessary feedback from consumers. KPI monitoring Since customer service services (along with the sales force and other agents in direct contact with the consumer) are the ones that maintain the most direct contact with the customer , their importance in improving the company's image is fundamental. Customer communication channels, such as customer service via Call Centers , are an inexhaustible source of data and information Chinese Student Phone Number List that organizations must learn to manage and exploit properly to get the most out of them. That being said, what KPIs are the most suitable for monitoring the activity of a Call Center ? To choose the most convenient indicators, we must take into account the following considerations: The resolution rate of the calls received is a determining factor for the success of a Call Center, and although it can be calibrated in different ways, we must take into account the importance of the resolution in the first call, or what is known as First Call Resolution (FCI).
This indicator should appear in any monitoring plan or strategy that seeks to obtain optimal results and constant improvement of the service . The client does not wish to contact a Call Center on more than one occasion for each of the issues, doubts, demands, conflicts... that motivate their call; Quality indicators must reflect the occasions in which the consumer must contact more than one occasion to resolve the same demand. Response time is an equally critical factor in improving the company's image and increasing consumer satisfaction . The duration of calls, the opening and computerized closing of tickets on demand or other easily implemented resources offer objective data that allows monitoring the performance of the service in terms of effectiveness and efficiency in response time. Including a brief test to be carried out by the client at the end of each contact with the Call Center makes it possible to obtain a first evaluation of the hot service , an indicator of great interest to gauge the degree of immediate satisfaction that the client expresses with the service provided. Finally, the integration of KPIs that allow monitoring the level of commitment, satisfaction and well-being of the agents in charge of serving the Call Centers must also be considered : fluid internal communication allows the adoption of measures that result in improved staff motivation and, consequently, in improving their productivity (in terms of effectiveness and efficiency). These notes on KPI indicators to monitor the performance of customer service and Call Centers do not, of course, exhaust all the existing possibilities.