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customer service manager KPIs

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asked 9 years ago

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.
 

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Aleksey Savkin Staff answered 9 years ago

Hi Naif,
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.


KPIs or Strategy – which comes first?

Start free wizard to create your strategy map Ideally, you need to have a strategy before start thinking about KPIs. How to create a good strategy? It's tricky and will require your expertise:
  • You will need to understand what your customers want and
  • How to give them what they want in the most effective way.
  • You will need to think about your competitors and, for sure, about your team.
Sounds like something complex? Not at all! Use this free Strategy Map Wizard and you will have your strategy map in 6 minutes.

10-Step System to Find Tailor-Made Key Performance Indicators

kpi-system-240

Examples of KPIs

It is easier to get started with KPIs when you have some good examples to follow. Find here examples of KPIs for various domains.

Winning KPI Crash Course

premium-bsc-training Even the best KPIs won't change anything if they are not properly aligned with a business context, if a company's strategy is not well defined, if there is no clear understanding about what the company is measuring and way...

Check out a "crash-course" for the Balanced Scorecard and KPIs.

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