Tailored Performance Metrics for Customer Service Management PPT
This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, presents a framework for evaluating key performance metrics across different levels of an organization, specifically in the context of customer service operations. It emphasizes the importance of tailoring these metrics to ensure effectiveness at each managerial level, from executives to representatives.
The first section, labeled "Overall cost/demand," includes metrics such as cost per call and calls offered, with best practices indicating variability based on organizational context. Notably, the IVR completion rate and calls per customer also fall under this category, suggesting a need for flexibility in measurement standards. Agent turnover is highlighted as a critical metric, with a target of 15%, indicating the importance of workforce stability.
In the "Productivity" section, various metrics are outlined, including utilization, occupancy, and availability. Each of these metrics has specific best practice ranges, such as 65%-70% for utilization and 90% for occupancy. The section also addresses average handling time (AHT), which is marked as variable, signaling that organizations may need to adapt this metric based on their unique operational demands.
The "Revenue" section lists EBITDA per call and revenue per call, both of which are also variable, reinforcing the need for customized financial metrics.
Finally, the "Quality" metrics include service level, average speed of answer (ASA), first call resolution (FCR), repeat calls, and abandonment rate, each with specific targets. For instance, a service level of 80/20 and an ASA of 20 seconds are recommended, underscoring the importance of efficiency in customer interactions.
Overall, this slide serves as a comprehensive guide for organizations aiming to refine their customer service metrics, ensuring alignment with operational goals at every level.
This slide is part of the Guide to Delivering Best-in-Class Customer Care PowerPoint presentation.
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