KPIs for customer service

Answer QuestionsCategory: Customer ServiceKPIs for customer service
asked 8 years ago

Analyse the operations of a business to see whether the KPIs for customer service will enhance the offering to customers. The internal KPIs integrate the various departments improving service through planning personnel and other resources

1 Answers
Aleksey Savkin Staff answered 8 years ago

Thank you for your question, I’d divide answer into several parts:

  1. “whether the KPIs for customer service will enhance the offering to customers” – the KPIs by themselves won’t do anything. The analysis of the business operations should be focusing on detecting bottlenecks that need to be fixed. Once these bottlenecks and other problems where identified, the possible solutions to be formulated as specific business objectives. The indicators aligned with these business objectives will help to see if you are on the right track with their execution.
  2. What you need here is SLA with KPIs. But again, the recommended approach is to understand what the processes between various departments are and then find respective KPIs.

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