Are you measuring customer service performance? Customers don’t always give you the clearcut data you need to create kickass customer service experiences. This isn’t because they don’t want to tell you, but more so because sometimes the answers aren’t so obvious.
As a result, it’s your job to tap into their subconscious needs.
And if you are already providing top-notch customer service and feel you’ve already hit the sweet spot, how do you know know what’s working and what’s not?
In order to improve and continue to do what’s proven to be successful, measuring customer service performance is key to your operation.
Thankfully, you’re in luck. Customer service performance can be measured in many ways.
How To Measure Customer Service Performance
Choose the right metrics
First things first, you need to decide on the metrics that you’ll hold your customer service team accountable for.
In this case, choose quality over quantity. There is no use tracking metrics which will not be used to improve your customer service. Metrics should be tracked in order to take action, not just to create reports and graphs.
Whether you decide on net promoter score, average handle time, first call resolution and/or abandoned rate, be
sure that each metric play a role in improving your customer service performance.
An easy way to provide a consistent grading system is to create a scorecard. But don’t just create a one-size-fits all scorecard. Scorecards can be adapted depending on the channel, level of expertise and department of customer service. So each team can be held accountable against metrics that really make a difference.
The data of the metrics you are collecting should be relevant to creating the customer experience you’re striving for and be inline with your company values.
VOC (Voice of the Customer)
Voice of the customer is such a powerful tool. Not to mention, loyal customers love to be involved and feel part of the brand and culture.
Empower customers by giving them a voice within your company. Not only will it give you great insights, you will also be building your relationships and strengthening their loyalty with your brand.
Listening to the VOC allows you to pick up on general trends and be aware of the overall level of customer satisfaction with your organization and customer service performance.
Another way to collect customer’s opinion on more specific topics is through customer satisfaction surveys. NPS or net promoter score should be a “must” to track overall customer satisfaction. By knowing how likely is a customer to recommend your brand to friends and family is a strong indicator of how successful is your customer service performance.
Report to relevant people
There are many tools to help you collect and track your customer service performance. One of them being our software, of course. With PlayVox, not only can you collect metric data, you’ll also be able to generate user-friendly and easy to read reports and spot trends over time.
These reports are usually presented to management to keep them updated on your customer service performance. However, reports should also be shared across the scope.
You can also share customer service performance reports with the agents who are on the floor.
Having monthly meetings to share this information not only lets your department know how they did, it can also serve to motivate your team members and foment group collaboration.
With PlayVox’s quality assurance software, you’ll also be able to create reports based on individual performance, allowing team members to see their metric data and help them be aware of their performance in a non-objective way. Sharing individual performance reports allows agents to analyze what they need to work on and where they are exceeding expectations.
Measure change over time
So much information is collected, it might seem difficult to make sense of it all. In order to be able to track customer service performance, measure change over time and compare reporting on a month to month basis.
There might not be a big difference between one month to the next, but a 5% monthly improvement on a specific metric can lead to a significant difference over time.
When measuring your customers service performance, look for correlations. Recurring low scores could indicate a bigger problem.
For example, continuously exceeding average handling time could indicate a lack of tools or knowledge in your team, impeding them to succeed.
Reporting can allow you to close those gaps and work to reinforce your resources whether it be through better training, new strategic approaches, or improved tools.
Reporting and measuring customer service performance should not be used to monitor employees but rather to generate action and change.
Unlike other departments, your customer service should continuously be evolving and changing. If you’re not taking action, then it makes no sense to measure.
At the end of the day, measuring customer service performance should be tied directly with creating an awesome customer experience throughout your different touch points and channels.
How do you measure your customer service performance?