GoResponse Telephone Answering Service Staff

Customer service – measuring performance

There are a number of ways in which a business can measure the performance of their customer service standards.  There are easily monitored factors such as calls being resolved the first time, customer satisfaction surveys, the average call handling time and the average revenue generated per call, among others.

The important thing to remember is that when features such as this are being measured it should be done for a reason and not simply for the sake of it.  Call centres need to use this information to their advantage and to improve their telephone answering service on the basis of the data that has been gathered.

One example is the customer satisfaction survey.  This should tell call centres and clients what they need to improve upon and then simply take the necessary steps to ensure that that happens.  If the survey is carried out on a regular basis and has the same format, the improvements should be clear in the responses that are received.

The survey should ask the right questions and the most important aspects of the business should be analysed rather than the easiest ones.  There is no point asking if the operator had answered the phone in a cheery manner when it is more important to the customer – and the business – that they acted to resolve the issues.  This will help customer satisfaction levels to rise and this will show in a positive light in all the data that is gathered on performance.

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