To create a competitive advantage, businesses need to pay attention to customer care criteria. Because when the shopping experience is completed, customers will be more loyal to the brand. However, it is not easy to achieve the goal of customer care. If you have identified competition in this direction, you need to have a clear action plan as well as build a quality team. So, are you ready to define your customer service evaluation criteria? Or do you understand what the customer service agent's goal is? From there to build the most reasonable criteria for evaluating customer service staff? Let's find out more details with BECARE.IO through the following article.
What can customer care goals mean?
Care goals guest The most basic product is to increase the reputation of the business. Always keep this in mind to behave professionally and responsibly. This will create a competitive advantage for your brand. When guests see the difference in the way you care, they will make decisions more easily. As a result, you get out of the "mud" of low prices and secure a higher position in the market.
Criteria for evaluating customer service you need to pay attention to
Because the majority of customer service tasks are done through online and phone channels. Therefore, within the framework of the article, Becare.io would like to introduce the following customer service evaluation criteria for online and phone channels:
First Call Resolution
This index shows the level of effective work and product understanding of the care team. When all necessary issues are resolved in one call, guests will have a higher level of satisfaction. From there, you get closer to the goal of customer care.
Customer waiting time
This is the amount of time from when a customer calls to when a staff member responds. The shorter the time, the sooner the customer gets the answer they want. The factors that govern this customer service evaluation criterion are the number of employees, the number of problems arising, as well as the employee's understanding of the product/service.
Average Response Time
Call time indicates employee performance as well as skill. Therefore, you should find a way to shorten this average time month by month. Thereby optimizing the quality of the call and increasing the number ticket handling and upgrading customer care goals
Customer churn rate
When this customer service rating is displayed, you can spot the problem faster. For example, after you notice a high churn rate, you know right away that there's a potential problem in your organization. From there, you actively find out the reason and promptly come up with a remedy.
Customer retention rate for customer care goals
Tracking the number of repeat customers will show the trust level of customers as well as the ability of the business itself to respond. You need to keep measuring this indicator for a certain period of time to get accurate results. In the process, you will also sometimes stumble across consumer trends, or insight exciting. These are all valuable pieces of information that contribute to a successful sales plan.
Satisfaction level for customer service staff
This indicator is collected through a short survey at the end of each call. You can ask questions such as “how satisfied are the consultants?”; or “was your problem fully resolved?”; and let the guest choose the answer according to the score level. Thereby, the quality of each care worker will be clearly shown.
Number of cases arising
This customer service evaluation criterion directly reflects the quality of your service. By monitoring this indicator and identifying common problems; You can actively guide customers right in the buying process or give feedback to improve the product.
Customer sympathy index determines the goal of customer care
This is a measure of the likelihood that customers will continue to refer you to new customers. This index ranges from -100 to 100. In which, a high index represents the customer's loyalty level and the success of the customer care goal.
Service Level Agreement
It is a set of commitments that you bring to customers to confirm your competence. For example: You will solve 70% number of problems arising during the day; or don't let any call wait more than 1 minute… Keeping these commitments is proof of your credibility.
Becare.io is a professional service provider in customer care. We are committed to bringing you peace of mind with clear commitments to service quality.
To fulfill the criteria of customer care, you need a quality team
Customer service staff goals
The first step to determining the right level of employees is their goals. If the desire for personal development matches the company's customer care goals; Your staff will stick around for a long time and you will save time on training.
You can also define your customer service rep's goals through self-improvement efforts to:
- Quick and flexible problem-solving skills
- Communicate skillfully, know how to evoke the story
- Soft, easy-to-listen voice
- Be patient and listen to customers
- Good emotional control.
Effective management through clear customer service staff evaluation criteria
You can completely use the above set of customer service evaluation criteria to manage your employees.
Having transparent indicators will also create a fair environment. This motivates employees to work harder and smarter. However, before applying the set of criteria to evaluate customer service staff; Do not forget to spend time training knowledge and skills for the team.
This will certainly take a long time. But to fulfill the goal of customer care, this is the sustainable path.
Solutions to improve customer care goals for small and medium businesses?
To save effort and still ensure the quality of customer care, businesses can choose to use Becare.io's services.
With the criteria of dedicated customer care, Becare.io has been trusted to entrust customer care projects for large enterprises and corporations such as: MB Bank, Viettel, Vietin Bank, Tan Hoang Minh... I am committed to bringing you the goal of customer care with international standards.
Get in touch with BECARE.IO if you need:
- Minimize risks, costs, obligations, time and effort to establish an internal customer care team
- Comprehensive outsourced call center solution with a professional and dedicated team
- Improve service quality and increase competitive advantage
- Time to focus expertise and core responsibilities
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