“What gets measured, gets managed.”
Executives in best-in-class organizations are 50% more likely than peers to access their service performance metrics and data.
Properly tracking and keenly focusing on metrics provides many benefits, including:
• Offering executives measurable business data and insight into the impact of daily activities
• Helping to influence business decisions based on real-time data
• Being able to assess and adjust operations based on the metrics
• Influencing CX positively in real time
The metrics that service organizations should focus on fall into two distinct and separate buckets – process-based and results-based metrics. Process metrics focus on specific areas that individuals in the service organization can directly influence. Results metrics are the outcomes of the processes, and they are typically customer satisfaction-based or financial in nature. A balance of process and result metrics provides the most insight into the overall performance of the service organization.
The rank and file of the service organization often has little ability to directly influence revenue and profit, so their focus should be on process metrics. Taking care of this is likely to lead to the improved financial results-driven metrics.
Metrics can provide insight into one of the most important factors in running a successful service business - the customer experience (CX). Companies that achieve service excellence focus on improving these metrics each year:
• First contact resolution rates
• Average handle time
• Average response time
Customer satisfaction is key to engagement, retaining business and earning positive word-of-mouth referrals. The way to gain insights into CX and profitability is through following and improving on the metrics that matter. Recognize that metrics give your organization insight into CX – how to prevent negative experiences and enhance positive ones, in real time. Data is the decision-making driver in today’s customer-centric world, so let the metrics lead the way!
Since 1994, ZRG has been offering innovative and flexible solutions for multi-channel Contact Center, CTI, IVR, Call Recording, Complaint Desk, Ordering and Workflow Management needs. We have successfully delivered over 450+ Enterprise level projects to prestigious organizations in the banking and financial services, telecoms, insurance, courier, pharmaceutical and energy service industries in the national and international market. To discover how you can enhance customer satisfaction and improve team productivity in your organization, contact ZRG solutions team today.
Each day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solutions deliver increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.
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