We know that the day-to-day life in a contact center is usually very hectic — there are many demands to meet, even with the help of technological resources, so details such as service time, the number of calls or even the waiting time the customer spends to be served can go unnoticed, at least in the eyes of the attendants — but these details cannot go unnoticed in the eyes of the manager, because it is by monitoring these and other indicators that it is possible to observe service standards, notice points for improvement and make the best decisions to maintain a high level of customer relations.
However, there are several — many, really! — performance indicators in customer service. Do you want to know the main ones that will really make a difference in your operation? Then keep reading!
WHAT ARE CUSTOMER SERVICE INDICATORS?
Customer service indicators are tools that measure the spain whatsapp data degree of customer satisfaction with the product or service, the efficiency of the customer service team and the effectiveness of organizational processes. Evaluating customer service results is essential to achieving excellence in customer service, increasing revenue, retaining customers, reducing costs and improving brand image, generating positive publicity. These customer service indicators illustrate the value of the symbiotic relationship between business development, product/service, marketing and the call center, focusing on revenue-generating activities.
WHAT ARE THE MAIN CUSTOMER SERVICE INDICATORS?
Average Service Time
It is used to measure the average length of time a customer waits to receive service during a given period of time. This metric can include everything from the time the customer waits in line to be served to the time spent talking to the attendant. It is an important indicator for evaluating the efficiency of the service team and the time needed to resolve customer demands. If it presents low rates, it may indicate that the team is working more efficiently and that customers are being served more quickly, which can lead to greater customer satisfaction.
Average Waiting Time
It is used to measure the average time a customer waits to be served, from the moment they make the request until the service begins. This metric is important for evaluating the efficiency of the service process, as it allows the company to identify whether customers are waiting too long to be served and, therefore, the manager can take the right measures to reduce the waiting time. If the rates are low, it may indicate that the service team is more efficient and that customers are being served more quickly, which can lead to greater satisfaction.
Average Response Time
It is used to measure the average time it takes for the customer service team to respond to a customer request, whether by phone, email, chat or any other communication channel. This metric is important for evaluating the effectiveness of the customer service team and the company's responsiveness to customer demands. If it presents lower rates, it may indicate that the customer service team is working more efficiently and that customers are receiving faster responses, which can lead to greater satisfaction.