FCR (First Contact Resolution) : a metric that relates the first contact your customer has with the company’s customer service department to the resolution rate of the problems arising from that contact. The higher the FCR! the better the customer service department is performing;This is because to carry out customer satisfaction measurements! it is necessary to use resources that allow for greater in-depth research! as the data obtain will be us to better manage marketing and sales actions.
Knowing this we bring you
AMT (Average Service Time): a metric that shows us the average time it takes for the customer service department to resolve a request. This metric varies greatly for each business model and should be physician phone number list observ with a view to always rucing the AMT for greater customer comfort;
TME (Average Waiting Time): is the measurement of the average time that a customer spends in a queue to be serv — if it is too high! it is better to prepare to increase the customer service sector;
NPS (Net Promoter Score): a metric taken from surveys about the product or service! conduct directly with the consumer. It is generally carri out on a scale of 0 to 10 and seeks to understand the chances among the analyz customers of being promoters of our products or not.
Monitor the achievement of establish goals
For a company to grow and establish itself in the market in compliance with email marketing regulations which it operates! it is necessary to establish achievable goals that encourage team The main metrics that engagement and improvement. Therefore! to be able data on to analyze your team’s performance! it is important to use tools such as:.
Always value the quality of the service provid.