Customer Service Monitoring Strategies And Performance Metrics

Performance objective

The candidate will demonstrate the ability to monitor, adjust and review customer service.

You will develop strategies to monitor progress and obtain customer feedback. You will use performance information and customer feedback provided by your assessor to review customer service strategies and produce a report with recommendations for improvement.

1. Read the following scenario:

1. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs should address the areas of customer and business requirements identified below:
   1. call/enquiry/complaint handling time

Call time: All customers’ telephone calls must be answered within 5 rings.

Holding time: It is mandatory to answer 20phone calls in an hour.

Resolving time: The time required for resolving the issue should be minimum.

It includes how much time an employee takes to understand and answer the enquiry of customer. It also includes the measurement of repeating same enquiries again and again. And how much time an employee take to refer the issue to another agent of the customer care if employee is not sure about resolving the issue of the customer. And must be completed all enquiries in minimum 2 hours.

It includes the time that employee spent with customers to resolve their issues. How long employee talked with customers refers to talk time, Includes number of issues that was transferred to another employee of customer care.

It includes how many times policies and procedures are informed to employees, how many times employees not understand the policies etc. It also includes what type of policies and procedures are described to employees for repeated number of times.

There are several ways to identify the customer issues and opportunities to increase customer satisfaction for example by taking feedbacks and surveys or sending e-mails to all the customers which include a request that they can tell their views and issues as their names are not visible to the company’s mailbox, by this customer can give best feedbacks on the issues and products.

Assisting can only be done by weekly or monthly workshops and training sessions to all the employees of the company by which they can resolve the problem of customers easily and quick. By doing this sales and profit will increase and company will be on the top of marketing and supplier market.

It includes NPS by which company can ask from the customers how much they recommend the company to their friends and relatives.

Rate of retention: It is the rate of customers who are regular customers of the company. The company should be able to resolve the issues of the customers.

It includes goals versus growth of sales, Conversion rate from MQL to SQL, SQL to win the conversion rate, Target the sales of month

Assessment description

Ability to handle complaints:

It includes ability to handle customer’s complaints and able to satisfy the customer y giving solution to their problems.

Ability to record and store customer information

AS privacy matters to everyone and customers are happy to give their personal information to the company who cares for them.

Updating information: it includes information that customer changed to new one like changing their e-mail addresses, phone numbers etc. and it is company’s duty to update the information of the customers.

Productivity of Employee: It includes that employees working in the customer care must be able to do their work effectively and have problem in dealing with customers.

Resolving issues: It includes how employees deal with customers in order to resolve their issue effectively and patiently then customer will be happy with company’s performance.  

1. Develop a plan or procedure for monitoring team members’ performance against KPIs.

Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations.

1. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers.

Customers who are not able to reach the customer service employee and customers who didn’t get a satisfy answers to their problems, an apology letters will be sent to the customers in order to repent mistakes. Feedbacks will surely read and give satisfying solution to the customers.

1. Discuss issues and possible solutions with your manager (assessor).

Issues to be discussed:

• Training sessions
• Reducing holding time of calls
• Giving answers to the feedbacks
• Delivery of products
• Look at the work of newcomers to the company

• Training sessions must be organized once a month so that each new and old employee are able to know more and get help from sessions and implement that solutions while on call with customers.
• Some customers are on able talk with employee for their issue as holding time is almost 1 hour and customers disconnect their call and are not able to get any solution.
• Feedbacks should be available on website online so that it all the customers able to give their views. As Paper feedbacks are just a type of garbage no one looks at this often.
• Delivery of the products should be done within 3-5 business days because by this waiting time of products would be minimized and if they want more of that product then they can quickly place an order otherwise they have to wait for 3 weeks because now delivery time is 10 – 14 business days.
• Supervisor must be sit with newcomers to look at their work as they are doing wrong then there must be a person who can control the situation.

1. Analyse performance data and customer feedback to identify systemic customer service issues and trends.

There are several advantages of customer feedbacks and performance data like by this company is able to know the expectations of customers from the company. Feedbacks shows how much satisfy customers are from the service provided by the company. By this company comes to know about the weak points.

1. Prepare a 1–2 page report for the management at Innovative Widgets containing recommendations for organisation-wide customer service improvement. The report should contain:
2. As there are many recommendations, some of them includes the following:

• Customer service should be available 24/7
• Start taking feedbacks online
• Reduce the timing of delivery of the products
• Training sessions must be held monthly.

The management of Innovative Widgets is very appreciable as their main aim is to satisfy their customers. The company plan strategies according to the requirements of the customers. There are few recommendations which are provided for organisation-wide customer service improvement.

If a proper customer services will be provided the customers will be satisfied. As a result, the customers will gain trust over the company. Customer service should be available 24/7; this will help in getting rid of the problems easily and effectively. There will be no rush in solving the problems and in delivering the solutions to the customers. The company can include a separate online mailbox for all the employees which will contain the available problems. By this, the customers will not have to talk to the employees and hence will save time. By this policy, the customers will eventually recommend the company to their friends and relatives to become he members of the innovative widgets. The company will gain profits if their customers will be satisfied.

Training sessions should be held time to time so that the employees develop their skills and get solutions to their doubts. If the employees will understand the work more they will perform more good and eventually will be able to answer the customers more effectively and eventually the customers relationship and service will improve. Training sessions can also be held online so that if the employees miss the manual sessions they can go through the online sessions and then can consult with the managers for any sort of doubt. This will improve the performance of the company and it will gain profit.

The timing of the delivery should not exceed 8 days so that customers get their product on time. According to the policy of the company, the delivery time is 3 weeks and hence customers get bored waiting. If the delivery time will be less the customers service and the relationship with the customers will improve as they will be more satisfied. Technologies like GPS tracker can be installed in the delivery trucks so that the provider can easily track the location of the produced and the expected delivery time.

Feedbacks are very important to improve the performance of the company. Therefore, online feedbacks should be taken from the customers so that they can give their view irrespective of any pressure. By taking online feedbacks, it will be easy for the company to resolve the issues of the customers and the suggestions of the customers will help the company to analyse the problem and in making changes. An online review acts as an advertisement for the company because if people will see good reviews of the company they will trust the company and will end up buying the products.

1. Submit all documents to your assessor as per the specifications below. Ensure you keep a copy of all work submitted for your records.

You must provide:

• aset of KPIs for customer service team members and a plan or procedure for monitoring team members’ performance
• a questionnaire to gather customer feedback
• a report containing recommendations for improvement of customer service.

Your assessor will be looking for:

• reading skills to interpret Innovative Widgets information
• writing skills to match your style of writing to the documents’ purpose and audience
• communication skills to use listening and questioning techniques to obtain information
• work skills to:
  • collaborate with manager (assessor) to discuss customer service problems and options
  • address complex customer service problems and use problem-solving techniques to identify solutions
• Technology skills to prepare and present documents.

• No adjustments required.

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