You’re asking your customers to express an emotion, and emotions are harder to grasp than objective facts, such as the sales department's financial KPIs. Call Center Shrink Rate – The percentage of time (in hours) that Contact Center agents spend away from the phone and not available to receive calls (including breaks, holidays, meetings, etc.) They are much more likely to … Keeping a happy customer costs less than inciting a new prospect to your business and by being able to view your retention levels, you can ensure that your call center helps the business to … As its name implies, this addresses the challenge of strategy execution. 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 ? Voici nos recommandations pour piloter plus efficacement votre stratégie et atteindre vos objectifs de gestion de la relation client. This shows that you’re trying to help and want the issue to be resolved. In this example we create a Balanced/Strategy scorecard. KPIs for Customer Service Call Center Dashboard Report contains the complete collection of KPIs that pre-populate the Inbound Call Center Performance Dashboard. In order for the efficiency of the call center to grow, each operator needs to be interested in personal growth. Ils sont d’ailleurs pris en compte dans l’obtention de la. Ultimately, KPIs provide a focus on operational improvement and create a firm analytical foundation for decision-making. C’est l’outil de mesure de base pour un responsable de la relation client. les promoteurs (9-10) : il s’agit de vos clients les plus fidèles et susceptibles de devenir vos meilleurs ambassadeurs. The time it takes your sales reps to answer a call is a useful metric that can be used to support your team. Il permet aux, Si le CSAT mesure la satisfaction client immédiate après son interaction avec l’un de vos agents, le Net Promoter Score vous permet de. Below is a list of important KPIs for customer service evaluation and acquiring actionable feedback. En revanche, un bon levier d’action pour réduire la DMT est de réduire le temps d’attente au décrochage en utilisant un logiciel de gestion des appels entrants. Le CSAT est l’un des principaux KPIs en Customer Service, si ce n’est le plus important puisqu’il indique le degré de satisfaction de vos clients. This KPI measures how long the agent isn’t managing contacts – meaning they’re not available for calls, not wrapping, and not previewing a new call. Why does this call center KPI matter? First Call Resolution is a KPI for call center that measures the rate of issue resolution in the first interaction. Not only does it help with scaling operations (especially during busy seasons), the length of time it takes to answer a call makes a difference. Simply put, a Key Performance Indicator is a measurable value that demonstrates how effectively an organization is achieving key business objectives. This measures the duration of each call, transfers made, how efficiently an agent has resolved a call, and if they needed an issue to be escalated. According to a study conducted by The Ascent Group, 60% companies that measured their FCR for at least 12 months were able to improve FCR by up to 30%. Cet indicateur peut égaler varier selon la perception du 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. En revanche, un bon, Le taux de décroché est très souvent associé au temps d’attente pour mesurer l’efficacité d’un centre d’appels et donc la satisfaction client. Le taux de résolution au premier contact, également appelé “First Contact Resolution” (FCR) est un indicateur essentiel pour mesurer la performance de votre service client. It is usually the case that if the same customer is repeatedly contacting your center, they are experiencing major unresolved issues. Les réponses peuvent également se présenter sous forme de chiffres ou étoiles par exemple. Vos techniques de formations sont-elles adaptées pour maximiser la, performance des agents de votre call center. This quantity is closely related to Service Level — an important KPI for inbound call centers. Customer Service KPI’s are one of the best ways to help track and improve customer experience across the board. These KPI’s will help capture the internal workings and productivity measurements of your performance. Connectée à vos outils. ? This metric is measured by dividing the number of customers making repeated business or purchases by the total number of active customers. For these operations, it’s vital that you keep KPI’s that are more customer service based, as they will help you interpret the level of customer satisfaction with the call. Facile à installer. Certains d’entre eux sont d’ailleurs des critères nécessaires à l’obtention de la certification NF Service Relation Client encadré par l’Afnor. Failing to resolve them in a timely manner could be a sign that your team needs further support and training. The latest research suggests that first call resolution (FCR) is the single-most important KPI for customer-centric, inbound call centers. 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. Il existe plusieurs types de délai d’attente selon le canal de communication. Call Center KPI Descriptions Time to Answer: This is a measurement, usually expressed in seconds, of the time from when a call is received until it is answered by an agent. Il est impératif de réagir rapidement pour créer un lien de confiance entre votre marque. Il permet aux clients d’évaluer sur une échelle de valeurs leur degré de satisfaction à chaud juste après l’interaction. Similarly to the first-call resolution metic, this KPI can give you good insight to your level of customer service. We all know that good customer experiences are key to reducing churn and maintaining a healthy and thriving business in the modern age. Ainsi, les KPI Call Center à prendre en compte sont ceux qui donnent des informations correspondant : A customer service KPI or metric is a performance measurement that is used by customer service teams and by the customer support management to monitor, visualize, analyze and optimize customer relations by taking advantage of an advanced 360-degree customer view. 6 KPI Customer Service à mesurer au sein de votre service client, 1. Votre workflow de gestion des appels est-il optimal ? Keeping track of the number of calls answered is a great metric for several reasons. Le taux de décroché est très souvent associé au temps d’attente pour mesurer l’efficacité d’un centre d’appels et donc la satisfaction client. Il est toutefois de plus en plus difficile de mesurer correctement cet indicateur dans un contexte omni-canal. Customer satisfaction is everything. Autre indicateur indispensable pour mesurer votre performance en relation client est le “Customer Effort Score” soit, 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, Si la recherche d’efficacité d’un call center tend à diminuer les durées de traitement, il faut veiller à ne pas réduire la DMT au détriment de la qualité du service perçu par le client. It is a measure of the call center performance rather than of the agent performance. Missed calls are important to take into consideration, especially if your team has been struggling with that metric for a while. A nirvana for most customer service centres, but much more difficult to achieve in real life. The template is relevant to customer service teams, to help generate a 360-degree customer-centric view. This metric helps managers identify how much time an agent spends actually speaking to your customers. How to use it. Anything from 9 to 10 can be considered a promoter, 6 to 8 are passive and 0 to 6 are detractors. Though call centers have standard measures for customer calls, their clients also set their metrics to track and … (Source: American Express)Average Abandonment Rate by industry: 1. If there’s one thing to avoid in sales, it’s missing a call from a potential buyer because their waiting time was too long. Waiting too long to return the call, (often resulting in the customer trying to call you back) can result in decreased loyalty from your customers and eventually customer churn. Customer Service Balanced Scorecard vs. KPI Scorecard. En ajoutant au questionnaire un champ textuel permettant au client de compléter sa réponse, vous pourrez récolter des informations concrètes et immédiatement exploitables pour mesurer et améliorer la qualité de votre support client. Though its direct correlation with customer satisfaction rates might seem like the only benefit, FCR also impacts operating … One study showed an 89% abandonment rate of customers on a customer service call if it has not been responded to within 5 minutes. Generally, the higher the percentage, the better, as the customer is getting a more in-depth experience. Read more: 14 Reasons Why Your Business Needs a SaaS Call Center in 2020. Certains d’entre eux sont d’ailleurs des critères nécessaires à l’obtention de la certification, 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 ? Par téléphone, le délai d’attente peut faire référence au délai d’attente avant mise en relation avec un conseiller ou au délai d’attente avant résolution du problème. Taux de résolution au premier contact (RPC) Le taux de résolution au premier contact, également … Customers have a strong desire to have their inquiries resolved during the first call. Depending on what you’re selling, this can vary greatly. In your customers’ eyes, choosing to contact your business is an important investment of their time. By having managers benchmark and establish the call center KPI’s (key performance indicators) worth tracking for their team. versus the total appointed time. In fact, 77% of customers say that valuing their time is the most important thing companies can do to deliver good service. Keeping your agents happy in their work environment is key to avoiding high turnover (here are some great tips!). La solution de téléphonie d'entreprise cloud - VoIP, Digitalisez votre entreprise avec la téléphonie cloud. Cet indicateur vous permettra notamment d’anticiper les comportements de vos clients. 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