Know the main customer service indicators
Digital transformation advancements and evolution in companies, along with the adoption of increasingly effective tools have been improving data analysis, such as Customer Service indicators, especially about service delivery. This allows strategies to be developed based on information that helps improve a company’s results.
Most of today’s tools are technological, and they generate information all the time, in real-time, in the form of easy-to-understand indicators that can help you to recognize what are the essential items to meet your business goals. That allows you to improve your infrastructure to your company’s full potential, as well as obtain the return of your investment.
Either if your company is already positioned for the digital era, or it’s still working towards transformation, follow along with this article and find out the importance of and how to use technology to monitor customer service indicators and evaluate your team and business.
Is it really important to use customer service indicators? How to measure it?
Since technology is one of the resources that have the greatest capacity to add competitive advantages to a business, using it to measure the performance of the customer service sector demonstrates constant attention to the productivity and efficiency of the enterprise as a whole.
At some point, you may have heard about Key Performance Indicators, but due to a lack of knowledge, it may seem complex to know how to define and use these KPIs. KPIs are tools used to quantitatively assess whether the performance of certain departments is matching the results expected by management.
Periodically analyzing these indicators builds a view of the historical evolution of processes and activities, allowing you not only to correct errors and seek alternatives capable of optimizing operations, but that also provides management with tangible data to make more assertive decisions, resulting in an increase in revenue.
Each company is unique, so you should use KPIs according to your information needs, be it about teams, equipment, customers, users, or another factor that is relevant to a department. You can find a performance indicator for each type of data you want to obtain or for the strategies and goals to be achieved.
To help you choose the performance indicators that will best contribute to your company, we’ll list the most commonly used ones and their main characteristics:
First call resolution (FCR)
This indicator is also known as First Contact Resolution, that is, it evaluates if the problem has already been solved on the first call.
Directly related to customer service, this indicator provides information on the degree of training and technical preparation of the team, as well as their autonomy and the internal processes that may be a factor in aggravating the speed of resolution. The higher the FCR, the better the team is able to solve a demand quickly, and the higher the customer satisfaction in relation to the service provided.
To quantify your FCR, simply divide the total amount of resolutions at first contact, by the total amount of requests received.
Mean Time Between Failures and Availability Time
This index measures how much operating time there was between two failures. Widely used for machinery and hardware, it can also be used for software and systems. It can be obtained by subtracting the total operating time from the time lost due to downtime, that is, the time that was stopped or unused. The result of this subtraction needs to be divided by the number of downtimes recorded to finally arrive at the final MTBF value.
MTBF (mean time between failures) is important to understand how these breaks affect employee productivity and to roughly schedule how much useful time you have before the next failure happens. Therefore, it should be accompanied by data about the time it takes to repair or upgrade a system (MTTR): total system hours stopped by failures divided by the total number of failures.
It’s by calculating these two indicators that we can arrive at the Availability Time: MTBF divided by the sum of MTBF and MTTR. Knowing this value is important to diagnose the reliability that a system has, but also if the actions required after the failures were sufficient to correct the problem or the process.
Service Quality Level
To obtain data for this index it is necessary to create an environment where the customer can evaluate and provide feedback on the quality of the provided services. This is an indicator that can be quite comprehensive, but very important, since, by listing key elements for analysis, it makes it possible to understand how the customer experience and satisfaction are going. Here, besides measuring in relation to customers, the company can use the data internally to assess whether the investment in IT infrastructure had a positive impact on employees and their working hours.
Efficient call handling
The purpose of this indicator is self-explanatory: to gauge whether your team responded to the call with excellence in a given period. To obtain it, conduct a survey of the number of tickets answered in a certain period of time, applying a satisfaction survey to those who were contemplated with the services. This is an excellent way to recognize the need for hiring, investment in new technologies, or training.
Number of open tickets
This analysis is one of the simplest to obtain. All it takes is to observe all the user requests that have an open status in the system. This is information that should be observed frequently because when it is too high it is an alert for the need to improve the team, improve the way the process is carried out, the possibilities of debureaucratization, and autonomy. Having many tickets open and no answers is a sign of unproductivity that not only affects a sector but the entire company. A long wait for service causes dissatisfaction of the requester about the provided service.
Agile methodologies are very useful for finding practical and optimized solutions for performing various tasks, which can help speed up ticket fulfillment.
Tracking tickets allows you to identify another indicator: rework. This type of monitoring reflects how many calls the same user had to make in order for his problem to be solved. It also addresses how many changes were needed in the product or service to meet the specific demand of the organization or customer.
Having a high rework rate can reveal a recurring problem, process failures, lack of software updates, methodologies and solutions, disabled professionals or lack of user training. It also makes it possible to check whether the user has carried out all available updates, which correct errors or bugs.
Rework is a very important indicator both in terms of the productivity of the department and the financial health of the enterprise, since repeatedly serving the same customer for the same problem increases costs and hinders the proper use of resources.
Customer service indicators are essential to manage the objectives and goals, but they need to be data and information easily accessible and easy to follow. Therefore, a truly digitally transformed company invests in a tool capable of being a partner of the business, facilitating the analysis of the most diverse indicators.
Fusion Platform has the Analytics feature, a specific module to create customizable analysis and monitor performance indicators for a given area. It is possible to connect various types of databases to extract information in an organized and precise manner, improve internal processes and leverage the results of your business.