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Customer Service KPIs (Abandon Rate of Calls & Chats (service…
Customer Service KPIs
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Average Resolution Time
reat customer service is synonymous with timely
resolution of issues. If your department responds to
customer queries faster, they will be happier with your
services and will be more likely to stick around for longer.
Net Promoter Score (NPS)
ustomers who are very satisfied or even delighted with
your customer service will often go a step further and
recommend your business to their friends and contacts.
Their likelihood to do this can be measured using Net
Promoter Score. This can be a great way to measure the
performance of your customer service
is customer service KPI encourages
agents to not just resolve the current issue but to
comprehensively and proactively address any potential
future issues that can be anticipated out of the
customer’s current issue. In essence, don’t just react to
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Cost per Call (Contact)
Cost per call is essentially the cost of a customer call (or
live chat) arriving and being picked by a contact center
agent. Basic cost per call can be calculated by dividing
the number of calls per hour by an agent’s hourly wage
Customer Callbacks
g. So ensure that your average call wait
time is within an acceptable range and your customers
are satisfied. This customer service KPI can be
calculated by dividing the total time customers wait in
call queues by the total number of customer calls
answered
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No. of complaints
This allows you to understand if
these new issues correlate to any new business
developments such as new product launch. If the
number of new issues spikes up
(Cascade, CUstomer Service KPIS, s,f)