Measuring and verifying customer service performance

Customer Service is not one that will directly sell you, but customer service is something that is important to every business. In fact, good customer service can result in sales like a well-trained sales agent. The question is how to serve a customer that generates sales?

Answers should focus on action and control. It is necessary to measure and monitor the performance of the call center to identify potential problems and good solutions, it is important to find and share both – good and bad experience, it is important that a training process is perfect. It is important that the control process is better than ever since it is very simple with today's technologies.

Let's talk about the technical tools people need to access their customer service. Sometimes it is obvious that you need to use a support phone line, but if you are dealing with serious technical problems, it is more convenient to use an email or instant massager.

What's the good in email? You can always analyze the results, find the message discussed last month and find the answer that solved the problem. In addition, e-mail is cheaper as it can guarantee a 24-hour response time without leaving the staff at night.

What about the phone? It's very cheap today with VoIP technologies. Trust is that most service-oriented businesses should use telephone support as people are willing to call rather than email. The good news is that your questions are repeated from time to time so they will be able to prepare support staff to quickly locate and respond to the problem.

There are many web solutions that help you manage customer queries. For example, CRM is not just a "connection", it also helps simplify the customer service process, giving full and accurate answers in time. Making the CRM system available online will allow you to answer the whole question.

How can you manage and control the performance of a call center or customer service center? It is a good idea to create metrics that help identify which parts of the customer service work well and what needs to be redesigned. It seems simple, but collecting the most successful companies' metrics will not provide much help unless you think about your business and does not recommend running your own metrics.

When developing metrics for measuring and monitoring the performance of a dial-up customer service, it carefully allocates metrics that allow you to measure customer service quality and enable the quality of customer service to have a financial impact on your entire business.

For example, measuring the average response time helps to measure the quality of the service. But how does customer service affect sales? Measure the number of customers we've successfully solved your problems by measuring the number of customers who left or resided after the problem was released.

Managing customer service based on performance and control procedures can result in multiple managers and sales, only because they will know what your customers mean to your business.

Source by sbobet

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