KPI Perkhidmatan Pelanggan

Effective customer service is crucial for maintaining customer satisfaction and loyalty. To measure and enhance the performance of your customer service team, it's important to track key performance indicators (KPIs).

What is customer service KPIs?

Customer service KPIs (Key Performance Indicators) are specific, quantifiable metrics used to evaluate the effectiveness and efficiency of a company's customer service operations. These KPIs provide insight into how well a company is meeting customer expectations and delivering quality support. By tracking customer service KPIs, businesses can identify areas for improvement, ensure customer satisfaction, and maintain a high standard of service.

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What is a measurable customer service KPI?

A measurable customer service KPI is one that is quantifiable, enabling businesses to track and analyze performance objectively. Characteristics of a measurable KPI include:

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Quantifiability: It can be expressed numerically, making it easy to calculate and compare over time. ‍
Clarity: It has a clear definition and method of measurement, ensuring consistency and accuracy in data collection. ‍
Relevance: It directly relates to customer service goals and objectives, reflecting areas critical to service quality and customer satisfaction. ‍
Actionability: It provides actionable insights, allowing businesses to implement improvements based on KPI performance.

What are the examples of customer service KPIs?

Here are some specific examples of Customer Service KPIs that businesses commonly use to measure performance and customer satisfaction:

First response time (FRT): The average time taken to respond to customer inquiries or issues after they are initiated.

Importance: Indicates the speed of initial customer service engagement and responsiveness.

Resolution time: The average time taken to resolve customer issues or tickets from the moment they are raised to when they are fully resolved.

Importance: Measures efficiency in problem-solving and impacts customer satisfaction.

Customer satisfaction score (CSAT): A metric that quantifies customer satisfaction with a specific interaction or overall service experience, often measured on a scale (e.g., 1-5 or 1-10).

Importance: Directly reflects service quality and customer perception.

Net promoter score (NPS): Measures customer loyalty and the likelihood of customers recommending the company to others, typically on a scale of 0-10.

Importance: Indicates brand advocacy and long-term customer relationships.

Customer effort score (CES): Measures the ease of customers' experience in resolving an issue or completing a transaction.

Importance: Low CES scores correlate with higher satisfaction and loyalty.

Average handle time (AHT): The average time spent handling a customer interaction, including hold time and after-call work.

Importance: Efficiency indicator impacting service levels and operational costs.

Ticket volume: The total number of customer service requests or issues received within a specific timeframe.

Importance: Helps in resource planning and workload distribution.

First contact resolution (FCR): The percentage of customer issues resolved during the first interaction without escalation or follow-up.

Importance: Reflects service effectiveness and impacts customer satisfaction positively.

Customer retention rate: The percentage of customers retained over a specified period, typically monthly or annually.

Importance: Measures service quality and customer loyalty.

Call abandonment rate: The percentage of incoming calls that are abandoned by customers before reaching an agent.

Importance: Indicates service accessibility and customer frustration levels.

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How are customer service KPIs different from customer service metrics?

Customer service kpis vs. customer service metrics:

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1. Focus and impact:

KPIs: Customer Service KPIs are strategic and focused on critical areas that directly impact the overall goals and objectives of the customer service department and the organization. They provide a clear indication of success and areas that require improvement. ‍
Metrics: Customer Service Metrics are broader and can include any data point that helps to measure and analyze customer service performance. They are often more granular and operational in nature, providing detailed insights into specific aspects of the service process.

2. Strategic relevance:

KPIs: KPIs are carefully selected to align with the company's strategic goals and are used to drive decision-making at higher levels. They are typically few in number but high in relevance and impact. ‍
Metrics: Metrics encompass a wide range of measurements that support day-to-day operations and performance analysis. They can be numerous and cover detailed aspects of customer service activities.

3. Measurement and reporting:

KPIs: KPIs are typically reported to senior management and stakeholders to provide a snapshot of how well the customer service function is performing against strategic objectives. They are often tracked on dashboards and are subject to regular review and action plans. ‍
Metrics: Metrics are used by operational teams to monitor and manage the performance of specific tasks and processes. They provide the data needed to improve efficiency and effectiveness but may not directly correlate with strategic goals.

4. Examples:

KPIs: Examples include First Response Time, Resolution Time, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR). ‍
Metrics: Examples include the number of emails handled per agent, call abandonment rate, the number of escalations, average time on hold, and the number of training hours per agent.

Tinjauan nadi pekerja:

Ini ialah tinjauan ringkas yang boleh dihantar dengan kerap untuk menyemak pendapat pekerja anda tentang sesuatu isu dengan cepat. Tinjauan ini terdiri daripada kurang soalan (tidak lebih daripada 10) untuk mendapatkan maklumat dengan cepat. Ini boleh ditadbir secara berkala (bulanan / mingguan / suku tahunan).

Mesyuarat satu lawan satu:

Mengadakan mesyuarat berkala selama sejam untuk sembang tidak formal dengan setiap ahli pasukan adalah cara terbaik untuk memahami apa yang berlaku dengan mereka. Oleh kerana ia adalah perbualan yang selamat dan peribadi, ia membantu anda mendapatkan butiran yang lebih baik mengenai sesuatu isu.

eNPS:

eNPS (pekerja skor Net Promoter) adalah salah satu cara yang paling mudah tetapi berkesan untuk menilai pendapat pekerja anda terhadap syarikat anda. Ia termasuk satu soalan menarik yang mengukur kesetiaan. Contoh soalan eNPS termasuk: Bagaimana kemungkinan anda mengesyorkan syarikat kami kepada orang lain? Pekerja bertindak balas terhadap kaji selidik eNPS pada skala 1-10, di mana 10 menandakan mereka 'berkemungkinan besar' untuk mengesyorkan syarikat dan 1 menandakan mereka 'sangat tidak mungkin' untuk mengesyorkannya.

Berdasarkan respons, pekerja boleh diletakkan dalam tiga kategori berbeza:

Promoter
Pekerja yang telah memberi respons positif atau bersetuju.
Pengkritik
Pekerja yang telah bertindak balas secara negatif atau tidak bersetuju.
Pasif
Pekerja yang kekal neutral dengan jawapan mereka.

KPI Perkhidmatan Pelanggan

What is customer service KPIs?

What is a measurable customer service KPI?

What are the examples of customer service KPIs?

How are customer service KPIs different from customer service metrics?

Tinjauan nadi pekerja:

Mesyuarat satu lawan satu:

eNPS:

Berdasarkan respons, pekerja boleh diletakkan dalam tiga kategori berbeza:

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