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20 views9 pagesCustomer Service Indicator Models
The document presents a model of 23 indicators to measure the performance of customer service in an organization. The indicators measure aspects such as customer satisfaction, customer retention, the effectiveness of communication with customers, complaint resolution, and employee training in customer service. The goal of the model is to select the key indicators that allow monitoring important aspects of the organization's customer service process.
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0% found this document useful (0 votes)
20 views9 pagesCustomer Service Indicator Models
The document presents a model of 23 indicators to measure the performance of customer service in an organization. The indicators measure aspects such as customer satisfaction, customer retention, the effectiveness of communication with customers, complaint resolution, and employee training in customer service. The goal of the model is to select the key indicators that allow monitoring important aspects of the organization's customer service process.
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The following indicator models do not intend to cover all situations, so
they must have these results, among other aspects. What is important is not the quantity
organización.
No Indicator
Number of customers who rate the service as very satisfactory / Total of
1 interviewed clients
Number of customers who have renewed to acquire services and/or purchases
2 Total number of customers to renew
3 Number of new clients who arrived through referrals / Total number of new clients
Number of new clients contacted by phone / Total potential clients
4 clients contacted by phone
5 % growth of new customers vs. % of new customers in the industry
6 Average time for resolving customer complaints and claims
Number of full-time employees attached to customer service /
7 Total number of linked employees
8 Average time to answer a call
Number of customer calls handled within waiting times / Total
9 de llamadas recibidas
Number of calls that were resolved in the first communication
10 cliente / Total de llamadas
11 Average time per call
12 Average calls per hour per collaborator
Number of customer calls transferred to the responsible areas / Total of
13 incoming calls
14 Waiting time per call
15 Total time on calls per day - week and month
Number of calls abandoned by the customer due to lack of attention / Total of
16 incoming calls
Number of emails responded to in the defined time / Total of
17 received emails
18 Number of customer complaints / Total sales made
19 Number of errors presented in the delivery of information to clients.
20 Number of training hours for each collaborator in customer service.
21 Customer purchase experience rating
22 Number of customers with warranty claims / Total sales made
23 % of turnover of area collaborators
Model of Indicators for Customer Service
They should be reviewed and adjusted to the needs of each organization, establishing the objective of the indicator.
of indicators, but rather those that allow measuring key aspects of the process, reason p
Objective of the Indicator Result
Measure the level of customer satisfaction and their rating
Evaluate the level of customer renewal and therefore their continuity and
satisfaction
Knowing if our clients recommend us by evaluating new customers
that are referred by other customers
Evaluate whether the phone communication with potential clients is effective.
the time to link new clients
Measure customer growth in the organization, compared to growth in
clients of the industry
Measure response times to resolve customer complaints and claims.
in the shortest time possible.
Evaluate whether the number of full-time collaborators is sufficient
in relation to the total number of linked collaborators.
Measure how much time collaborators need to answer a call
Measuring the efficiency of responses to customer calls
Measure the solution level of the collaborators in the first call of the
client
Measure the average time of each call and the efficiency of the advisor in their
attention.
Measure the attention span, effectiveness, and efficiency per employee
Measure the complexity of incoming calls that cannot be resolved.
by the telephone support staff.
Measure the waiting time that the customer is left on the line
Evaluate the phone attention times and their attention with the staff.
available.
Measure the wait times of customer calls
Evaluate the response rates of the emails within the
established times.
Measure the number of customer complaints against sales made.
Identify the failures in communication with the client, in order to implement
corrective actions
Measure the compliance of the training plan for each collaborator in
customer service.
Evaluate the service provided by the staff in charge, once it has been
closing the purchase with the client, to identify improvement opportunities.
Measure the quality of the delivered product and/or service
Measure the turnover level of the employees in the area
dore, the unit of measure and the frequency with which it is
by which they can choose those that best fit the