This metric is measured by dividing the number of customers making repeated business or purchases by the total number of active customers. The time it takes your sales reps to answer a call is a useful metric that can be used to support your team. This KPI tracks the number of repeated calls from an individual customer. 6 KPI Customer Service à mesurer au sein de votre service client, 1. As even one blocked call can be a missed opportunity to connect with a customer or prospect, this is a call center KPI that should never be ignored. And how you engage with them shows whether you value their business. Key customer service metrics and KPIs to improve the bottom line. C’est l’outil de mesure de base pour un responsable de la relation client. Try to keep your agents under your target numbers of minutes of break time per hour. Le téléphone est le premier moyen de communication utilisé par les clients pour contacter une entreprise. Depending on what you’re selling, this can vary greatly. Easy to use. Votre capacité à répondre à une requête d’un client dès son premier appel vous permettra de garantir la satisfaction de votre client. Autre indicateur indispensable pour mesurer votre performance en relation client est le “Customer Effort Score” soit l’effort fourni par le client à un certain moment de son parcours pour que sa demande soit traitée. This metric can help you improve your efficiency through more streamlined workforce management and better agent utilization to get the most out of your workflow. Similarly to the first-call resolution metic, this KPI can give you good insight to your level of customer service. As with the CSAT, invite customers to rate their experience after a call or live chat from a score of 1 to 10. Afin de bien mesurer l’efficacité de votre service client, il est essentiel de réaliser un suivi régulier de certains KPIs ou Indicateurs Clés de Performance (ICP). KPI customer satisfaction; KPI quality of service; financial KPI and others. Here are the other big KPIs and metrics for sales-driven teams that differ from support or service driven teams: The conversion rate for sales teams measures how many phone calls on average it takes to close a deal or make a sale. Why does this call center KPI matter? Au-delà du suivi de votre satisfaction client, la mesure des KPIs vous guidera dans l’optimisation de la gestion de votre service client : vos effectifs sont-ils suffisants pour gérer le volume d’appels ? Customer Service KPI’s are one of the best ways to help track and improve customer experience across the board. Knowing how many calls are answered within a time frame is critical. In this example we create a Balanced/Strategy scorecard. Studies show that customers usually rely on phone calls to resolve questions that are urgent or complicated. In particular, it is a simple and efficient customer call center KPI dashboard. With a view into each of these key metrics, managers have a view into current capabilities and … But there’s nothing your support team can … En mesurant le taux de décroché, c’est-à-dire, la proportion d’appels traités par rapport au volume total d’appels entrants, vous pourrez suivre l’évolution de l’efficacité de votre service client. They are much more likely to … Failing to resolve them in a timely manner could be a sign that your team needs further support and training. However, if it’s too high, your agents could be taking too long to solve problems and may need some more coaching. Pour mieux appréhender la question du délai d’attente, un centre d’appels peut calculer plus globalement la DMT ou Durée Moyenne de Traitement, qui englobe la durée nécessaire pour le traitement d’une demande d’un contact (temps d’attente avant de décrocher l’appel + temps effectif de communication avec le conseiller + traitement post-appel pour finaliser le traitement de la demande). There is a wide variety of call center KPIs that can be tracked, measured, and optimized. In order for the efficiency of the call center to grow, each operator needs to be interested in personal growth. Similar to the metric above, average wait times are important and can make or break a customer’s experience. The better your average NPS, the better your call center ROI is likely to be. Cet indicateur vous permettra notamment d’anticiper les comportements de vos clients. 6. Ultimately, KPIs provide a focus on operational improvement and create a firm analytical foundation for decision-making. Keeping your agents happy in their work environment is key to avoiding high turnover (here are some great tips!). Identifying and measuring the right customer service KPIs or metrics help businesses to monitor and analyze customer relations by considering their overall journey. 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