Votre capacité à répondre à une requête d’un client dès son premier appel vous permettra de garantir la satisfaction de votre client. First Call Resolution is a KPI for call center that measures the rate of issue resolution in the first interaction. Regardless of if you’re using an in-house support team, or a contact center location, it’s vital to be able to track your metrics. Not only does it help with scaling operations (especially during busy seasons), the length of time it takes to answer a call makes a difference. les promoteurs (9-10) : il s’agit de vos clients les plus fidèles et susceptibles de devenir vos meilleurs ambassadeurs. Si le CSAT mesure la satisfaction client immédiate après son interaction avec l’un de vos agents, le Net Promoter Score vous permet de mesurer la satisfaction client à plus long terme en évaluant sur une échelle de 1 à 10 la probabilité qu’il vous recommande à ses pairs (amis, collègues, famille). (Source: American Express)Average Abandonment Rate by industry: 1. It is the average number of calls that were disconnected before the caller was routed to an agent. One study showed an 89% abandonment rate of customers on a customer service call if it has not been responded to within 5 minutes. Knowing how many calls are answered within a time frame is critical. How to use it. Pour le mesurer le plus efficacement possible, il est important de demander clairement au client si sa demande a bien été résolue avant de conclure l’appel. But how do you maintain a high level of customer support throughout your organization? ? A key performance indicator, popularly known as KPI, is a quantifiable measure used to evaluate performance against specific business objectives, say customer service goals. Anything from 9 to 10 can be considered a promoter, 6 to 8 are passive and 0 to 6 are detractors. Depending on what you’re selling, this can vary greatly. These could include: 1. Connectée à vos outils. Customer Service KPI’s are one of the best ways to help track and improve customer experience across the board. 6. A high turnover rate can be a huge hindrance to the efficiency of offices and call centers. Service level. For one, it helps you keep track of which agents are doing more or less than others and secondly, it helps you get an average of how many calls your agents are able to handle in an hour, which can help you decide if you need to scale up, scale down, or focus on training. Try to keep your agents under your target numbers of minutes of break time per hour. Le NPS vous permet de classer vos clients en trois catégories : Le Net Promoter Score se calcule à partir du pourcentage de promoteurs auquel on soustrait le pourcentage de détracteurs. They might decide to try a different channel to reach you, and by the time they do, they will be much more irritated due to a miss in first-contact with your organization. This KPI tracks the number of repeated calls from an individual customer. Le CSAT est l’un des principaux KPIs en Customer Service, si ce n’est le plus important puisqu’il indique le degré de satisfaction de vos clients. Il s’agit d’une bonne occasion pour inviter vos clients à préciser les éléments perturbateurs lors du parcours client (transfert de service en service, nécessité de répéter plusieurs fois les mêmes informations ou difficulté à joindre un conseiller). While missed calls can be bad for business, a good recovery tactic is to simply return the call to the customer. Cet indicateur peut égaler varier selon la perception du client. 6 KPI Customer Service à mesurer au sein de votre service client, 1. Outbound call center teams that focus on sales have a different focus than support teams. Keeping your agents happy in their work environment is key to avoiding high turnover (here are some great tips!). Key performance indicators (KPI) in a call center is a set of metrics determined to ensure good customer service. As its name implies, this addresses the challenge of strategy execution. FCR is often seen as the cornerstone of call center KPI’s. Par téléphone, le délai d’attente peut faire référence au délai d’attente avant mise en relation avec un conseiller ou au délai d’attente avant résolution du problème. Easy to use. les passifs (7-8) : globalement satisfaits de votre service ou produit, ce sont vos clients qui ne seront pourtant pas enclins à recommander votre entreprise. There is a wide variety of call center KPIs that can be tracked, measured, and optimized. Defining KPIs can be extremel… An NPS—or Net Promoter Score—is a customer service metric that tracks customer loyalty to a specific brand or service. According to a study conducted by The Ascent Group, 60% companies that measured their FCR for at least 12 months were able to improve FCR by up to 30%. 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