When it comes to measuring the success of a customer service coaching program, there are a few measurements to keep top of mind.
Across industries and among different business sizes, these metrics are used to create more effective reps and programs.
Are you using them to shape your success? Let’s dive in!
1. First call resolution
Measuring the number of calls handled is a declining metric. Are your customer service reps able to resolve a problem during the first call, or are many calls needed?
If you answer yes to this question, ask yourself, as a coach, what you can do to improve this score. Do your reps need help with key phrases, for example?
Make a standard reply and greeting sheet to help give them something to go off of if that’s the case. Standardizing your program will help enable its success.
How is the first impression they give to customers going? Is the initial interaction with the customer living up to expectation?
These are all very important considerations.
2. Resolution rate
This measures the rate at which issues are being solved.
Consider, at what rate are you resolving a customer’s issue? Does it take 3, to 5 calls, less, or more?
It’s important to measure this to know how your reps’ time is being used. Are they being effective? Are they wasting time?
Do they have the tools they need to produce more effective rates?
These are all important factors to consider when it comes to measuring your program’s success.
3. Average reply time
Does it only take one message from a customer for a customer service rep to reply, or is it several emails or voicemails later? Why is it taking so long for your reps to respond if that’s the case?
Time management, staffing, and technical difficulty could all be reasons, among others, if this score is out of line with where it should be. Despite the reason, what’s important is that you address it and fix it before things get out of hand.
Reply time should not take that long, but, if you are experiencing higher volumes and need to issue a warning to your customers, do that instead of leaving their minds blank with wonder.
The fewer interactions the customer and rep have between them, the better.
The aim should be to resolve the problem with as few interactions as possible and be sure the customer had a positive experience while the problem was being handled.
4. Engagements per agent
You want to make sure your customer service reps are handling the appropriate amount of calls per day.
As a coach or manager, ask yourself: Are they taking on too many? Do they need to take on more? What’s the right number for your organization?
5. Busiest time of day/Peak hours
Are your customer service reps prepared during peak traffic hours? Have you prepared them?
How do you prepare them for high call volumes or live chats during this timeframe while coaching them?
This is an important metric to measure, especially for high demand companies. High wait times lead to negative reviews, and we all know that’s the last thing we want from our customers!
Positive reviews lead to higher retention rates and new customer growth.
Learn more about creating a strong and effective customer service coaching program when you watch Ledgeview’s on-demand webinar, “Creating a Successful Customer Service Coaching Program”.
Discover the Ledgeview advantage. Learn more about our Customer Service Consulting Services here.