This document provides an overview of crucial metrics that gauge our operational efficiency and customer satisfaction. We'll be examining Customer Satisfaction, First Response Time, Resolution Time, and Total Tickets. These insights help us identify areas for improvement and ensure we're delivering top-notch service to our customers.
Goals:
- Achieve high customer satisfaction through quick first response time and resolution time.
- Achieve high customer service productivity measured by the number of total tickets.
Level 1 Metrics
- Customer Satisfaction
- First Response Time
- Resolution Time
- Total Tickets
Level 2 Metrics - Ticket Volume by Type
- Quotes (Includes "Quote - Quote Letter Document" and "Quote - Quote Won")
- Quotes Won (includes "Quote - Quote Won")
- Sales Orders (includes "Sales Order - Sales Order Document")
Note: Reports will be sent to individual every Friday.
Note: These metrics will be reported at both the Customer Service Team level and the Individual Agent level.
Note: The reporting will utilize a visual trend format to illustrate the changes in these KPIs over time.
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