KPI of the Day – Customer Service Performance: % Resolution of queries the same day
Measures the rate at which customer queries are solved the same day they are submitted.
To indicate the customer service staff efficiency in solving queries from clients. It is also a leading indicator of customer satisfaction with service.
In order to succeed in resolving queries on the same day as they were made, businesses make use of an integrated help-desk solution. A team of experts is formed to manage the incoming queries and complaints through the use of a fast, flexible, accurate and query specific workflow system.
Workflow determines how each type of query has to be handled and creates a certain degree of consistency in customer service. In addition, it also tracks progress easily and allows for managers to efficiently reassign tasks in peak periods.
Query resolution times can be reduced through the following:
- Bring waiting time to a minimum;
- Management of Service Level Agreements;
- Access to an internal knowledge base;
- Answer templates for queries of the same type.
This indicator is influenced by the organization’s internal procedures and degree of staff empowerment to solve queries from customers, without sending the information to the higher layers of the organization. Targets should be set according to the types of queries handled, considering whether it is realistic to solve some types of requests in the same day they were submitted.
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