KPI for Measuring of customer service posted in category Customer Service

WinningKPI - Customer Service - KPI for Measuring of customer service posted in category Customer Service

This indicator is for measuring of customer service process; More details: number of phone called to the process of our service

KPI Units: do not have any

KPI Time Frame: update once a month

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Is it the effectiveness of the customer service process that you want to measure?

You mentioned phone calls to the process of the service. Do you want to measure number of phone calls per process/service?
Oana Boteanu | + | September 19, 2012 at 10:53 am

If you want to measure effectiveness of customer service you could use the following KPIs:
a. Number of calls per employee
b. Number of calls per month
c. Ratio of Calls to Closed Business (in this case number of calls that have been resolved)
d. First Call Resolution %
Please see the KPIs in the Call Centre category, in the link below:
KPI category: Call Center

Although the KPIs are for call centers, they can also be applied to a service desk dealing with customer queries, and if you adjust the KPIs to what you need to measure, they should make a good measurement tool

In case you want to measure calls per process/service, you could use:
Average number of calls per service
Formula: Total number of calls / Total number of services

If you wish, you can also separate the measurements per type of service, and compare calls received per type of service, ratios between each other etc.
Oana Boteanu | September 20, 2012 at 10:34 am

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