I would like to define the major KPIs for the customer service manager while building his job description for our company which is working for mobile phones sales.
Here are some general customer service metrics. In your cases I’d start with the description of your business processes. Most likely you will need some metrics that are the clue to your business processes.
Actually, we will be talking a lot about strategy and indicators in this training that we are starting on tomorrow. If you have time, I do recommend for you to join the training.