– Benchmark: "A standard by which others may be measured"
Whatever Key Performance Indicators (KPIs) are selected, they must reflect the organisation's goals, they must be key to the SSC’s success, and they must be quantifiable (measurable).
How you measure is as important as what you measure: the number of incoming and outgoing calls handled by each CSR, records of who answered the call and what type of call was answered, and how long the call took to complete. These measurements are current, accurate, complete, and unbiased. Listening to the actual conversation and evaluating the interaction between the CSR and the customer, then providing feedback and training to the CSR to be able to handle future calls even more effectively and increase employee loyalty, adds the kind of value that cannot be measured …
Last word A South African mining company found that their contact centre received many calls during the night. Most of these calls were answered by the IVR, as the queries were typically a request for leave balances. The contact centre also had a facility to leave a message if the query could not be serviced by the automated system. Imagine how surprised they were at the number of messages from employees saying: “I just wanted to check that you’re there …” My personal favourite is, however, the employee who responded: “Thank you! I did not know the company cared about my birthday!” when called by the CSR to wish her many happy returns on the day.
How good is YOUR internal customer service delivery? Rate yourself (purely for your own use, and totally subjective!) as you have performed for the last 12 months …
Give yourself a score of 1 to 7, where 7 is highest and 1 is lowest.
Knowledge and understanding of your stakeholders and customers
Customer-focused and “living” customer centricity (that is, walking the extra mile towards customer loyalty)
Being on time and providing timeous feedback or information
Being results-driven, yet remaining customer focused
Being able to communicate in your customer’s preferred language
Being able to identify your customer’s communication style
Less than 40: We need to find a vacancy for you! Anywhere but in our front office or customer services centre …
Between 40 and 59: You are average. Spend a little more time with your customers, understand what they need and want, and work on those communication skills.
Score 60 or more: You are a Guru! Can you do even more?