Using Metrics to Improve Operations and the Customer ExperienceCustomer Service Training Resource
May 30, 2012 — 1,392 views
Most companies are consistently trying to improve operations and customer service. This is especially imperative for small to medium businesses as competition in every industry is always increasing. Key performance indicators (KPI) can provide a quantifiable way to measure a company's progress toward its goals of bettering its business.
PhaseWare, a customer service and support software company for small and medium business, states customer service can have a monumental impact on operational performance. KPIs can help a customer service department improve time efficiency, as well as responsiveness. Customer service professionals should consider implementing KPIs in the workplace to create insightful and actionable information for increased quality of service.
Key performance indicators come in many different forms from complex computer generated reports to handwritten notes. However, all KPI reports should provide accurate data a company or professional can use as feedback on how well an area is being performed. Customer service metrics can be planned by outlining the goals and objective of the department. There should be one KPI document for each goal or bullet point. In order to get quantifiable data from the KPI, customer service professionals need to develop a quantifiable way of measuring the KPI.
A simple example of a customer service KPI might be if a company gives customer service surveys to its customers, asking clients to rate their experience from 1 to 10, and the current average score is 6 - a KPI could be to increase the average score to 9.
Smart KPIs, a firm specializing in resource performance management, offers some other examples of customer service KPIs. The source suggests objectives such as frequency of customer complaints, percent of customers served within three minutes, number of calls answered in 30 seconds and number of calls by time of day or day of week. Furthermore, different industries typically have different customer experience KPIs. Retail might have a KPI for Return on Customer (ROC) whereas banking might have number of products per customer, suggests PhaseWare.
No matter the key performance indicator goal, each KPI must have an expected outcome in quantifiable terms. To reach these objectives as a company, it's important each employee is aware of the individual KPI and working toward success, explains the Houston Chronicle. A company can analyze these metrics by varying timeframes and customize KPIs as needed.