When it’s about business growth, tracking productivity and performance of the customer service emerged as the top challenge for customer service leaders. Moreover, even at times during pandemics, businesses are investing in quality business process outsourcing services. Now, the result here is about healthy customer management and high-quality business interactions. Besides, over 79% of leaders in the US are investing and 31% more in measurement and analytics in 2021.
Whether it’s a new business or you’re a market leader in your areas, running a solid set of metrics helps measure customer service efficiently. Besides, you can now deliver high-quality support to the customers.
As you stick to the article, we’ll focus on why businesses process outsourcing services.
Customer service metrics and their significance
Running a practical support function should be driven by a clear and well-understood process. A BPO company should address the mechanics of how support services are ensured, enabling staff members to focus their attention on the customer’s issues.
Some of the best instances include capturing customer information about their issues, reviewing customer contact history or using troubleshooting guides to diagnose issues, escalating to other support resources, and following up to ensure that the problem is solved.
Any professional call center services outsourcing in the USA will utilize ticketing systems, knowledge management databases, customer contact systems, and diagnostic tools to access information and resources. Metrics enables your company to gauge the effectiveness of every process. It gives quantifiable information and guides employees about the process.
A good set of customer support metrics helps you with:
- Understanding how well the support processes are meeting the needs
- Identify improvement areas to enhance cost-effectiveness and customer impact
- Visualize customer service performance is enhancing
- Understand capacity utilization and plan resources accordingly
Setting up customer service metrics
Establishing the right set of metrics helps the team grow and mature faster. Moreover, it’s about measuring them consistently; using them to drive decision-making options for long-term success.
It may not be obvious to figure out what metrics you need while starting a new customer service function; vital customer service metrics help the team grow. When the metrics become a part of the customer service department from day one, employees will be less resistant to changes when the business evolves.
A balanced metrics portfolio
When you build a customer service metrics portfolio, it’s good to relate the metric to the different aspects of the support functions. There’s a comprehensive need to align the process. Most companies divide the elements into:
Number of raised tickets: The number of tickets created over a day, week, or month directly measures the input to your customer service process. Moreover, it indicates the demand for support services from the customers. Besides, the business process outsourcing services emphasize tracking the average number of issues logged during a period. Moreover, it also specifies when the request was received.
Number of tickets resolved: The number of support tickets resolved in a specific period helps measure the process output. If the number of tickets resolved each day is less than the number of new issues, this shows that your business is developing a backlog. A reputed BPO company focuses on resolving such issues.
Average First Response Time: The First response time is the total period a customer service agent takes to respond to a customer. Every customer service agent should maintain a low average first response time. Moreover, many FRT channels help bring down their overall first response time to 60 seconds.
Number of interactions per ticket: While working to resolve any customer service query, call center services outsourcing in the USA generally strategize a robust measure. This comprehensively covers keeping a close tab on the number of customer responses and agent responses. If the number of customer responses is way higher than an agent’s replies, the overall customer satisfaction is at stake.
First Contact Resolution: First Contact Resolution or FCR is the percentage of customer issues that have been resolved right after the first contact made from the customer’s side. Now, this could be either via email, phone call, or live chat session. When you measure the first contact resolution, this helps you understand how efficient the customer service is.
Customer Satisfaction Score (CSAT): The customer satisfaction score is essential, especially when measuring support surveys. The score is calculated by adding the number of positive responses received from the customer satisfaction survey. Besides, such scores provide a pulse of customer’s happiness. Also, it helps you to highlight opportunities for continuous improvement of the support functions.
Finding the right customer support metrics
Keep things simple: When the customer support function is set up, it’s best to pick a few meaningful customer service metrics. Moreover, you need to utilize rather than measure things just because you can. Most BPO companies choose strategies that are easy to track and measure.
Focus on actionable insights: The reason companies capture metrics and KPIs is to use them to make the correct decision. Whether it’s about evaluating staffing levels, driving process improvements, influencing customer perceptions, or focusing on self-service opportunities, the key is ensuring that what you measure can be swiftly converted.
Utilize scalable customer service metrics: Expect that customer support functions grow. You need to outgrow the metrics portfolio and expand it further. You can establish a set of metrics from day one and create a powerful starting place and foundation for future growth.
With comprehensive reporting and analysis features to monitor agent productivity, performance, and customer experience, BPO company can offer live dashboards and curated reports. Not only do you get to support metrics, but businesses also have the option to analyze helpdesk trends seamlessly.
The business scenario is pretty challenging. Moreover, with the right set of processes, tools, and customer service metrics, your business has the option to stay ahead in the competition. Remember, in the current scenario; it’s all about having a competitive edge over others.
Alicia Johnson is an outreach consultant for multiple technologies industries. With expertise in corporate communications and practical knowledge about different technologies, she has spent the past 7 years working in the technologies industry and she loves to share her experience with readers.