Ils sont d’ailleurs pris en compte dans l’obtention de la certification NF 345 sur la relation client. KPIs for Customer Service Call Center Dashboard Report contains the complete collection of KPIs that pre-populate the Inbound Call Center Performance Dashboard. Votre capacité à répondre à une requête d’un client dès son premier appel vous permettra de garantir la satisfaction de votre client. These could include: This is a vital metric when tracking customer satisfaction. Customers have a strong desire to have their inquiries resolved during the first call. Autre indicateur indispensable pour mesurer votre performance en relation client est le “Customer Effort Score” soit, Pour mieux appréhender la question du délai d’attente, un centre d’appels peut calculer plus globalement la DMT ou Durée Moyenne de Traitement, qui englobe, Si la recherche d’efficacité d’un call center tend à diminuer les durées de traitement, il faut veiller à ne pas réduire la DMT au détriment de la qualité du service perçu par le client. In particular, it is a simple and efficient customer call center KPI dashboard. An NPS—or Net Promoter Score—is a customer service metric that tracks customer loyalty to a specific brand or service. With this KPI, the shorter the better. To do this effectively, you need to be dialled into the latest metrics and KPIs such as current service level, call volume and call resolution rates. Service level. A key performance indicator, popularly known as KPI, is a quantifiable measure used to evaluate performance against specific business objectives, say customer service goals. In fact, 77% of customers say that valuing their time is the most important thing companies can do to deliver good service. The time it takes your sales reps to answer a call is a useful metric that can be used to support your team. And how you engage with them shows whether you value their business. First-call resolution Depending on what you’re selling, this can vary greatly. En ajoutant au questionnaire un champ textuel permettant au client de compléter sa réponse, vous pourrez récolter des informations concrètes et immédiatement exploitables pour mesurer et améliorer la qualité de votre support client. First call resolution (%) – Being able to resolve the customer’s query/concern on the first call made. Read more: 14 Reasons Why Your Business Needs a SaaS Call Center in 2020. Cet indicateur se mesure généralement sur une échelle de 1 à 5 (très faible à très élevé). Customers’ initial contact with a call center has a strong influence on customer perceptions. C’est l’outil de mesure de base pour un responsable de la relation client. Measuring customer satisfaction is hard. Ultimately, KPIs provide a focus on operational improvement and create a firm analytical foundation for decision-making. Call Centre KPI’s need data and the good news is there is more than enough data and call centre KPIs to choose from in a contact centre! There is a wide variety of call center KPIs that can be tracked, measured, and optimized. It is a measure of the call center performance rather than of the agent performance. This measures the duration of each call, transfers made, how efficiently an agent has resolved a call, and if they needed an issue to be escalated. Easy to use. Il est souvent mesuré en posant la question : “Avez-vous été satisfait par le service de nos conseillers ?”, “Êtes-vous satisfait de notre équipe support ?”. Employee morale might not sound like the most important factor in having a thriving and successful call center, but it’s probably the biggest KPI to consider. By having managers benchmark and establish the call center KPI’s (key performance indicators) worth tracking for their team. Key performance indicators (KPI) in a call center is a set of metrics determined to ensure good customer service. Because 67% of customers hang up the phone because they are frustrated they can’t talk to a real person. Anything from 9 to 10 can be considered a promoter, 6 to 8 are passive and 0 to 6 are detractors. Missed calls are important to take into consideration, especially if your team has been struggling with that metric for a while. versus the total appointed time. Call Quality. Keeping your agents happy in their work environment is key to avoiding high turnover (here are some great tips!). It is the average number of calls that were disconnected before the caller was routed to an agent. These could include: 1. This metric is measured by dividing the number of customers making repeated business or purchases by the total number of active customers. Afin de bien mesurer l’efficacité de votre service client, il est essentiel de réaliser un suivi régulier de certains KPIs ou Indicateurs Clés de Performance (ICP). Il se calcule en divisant le nombre de demandes résolues au premier contact sur le nombre total des demandes. Voici nos recommandations pour piloter plus efficacement votre stratégie et atteindre vos objectifs de gestion de la relation client. If you’re planning on monitoring the KPI’s for an inbound call center, there are some classic metrics you’ll need to keep an eye on. Outbound call center teams that focus on sales have a different focus than support teams. Il permet non seulement de mesurer la performance de votre équipe mais également la qualité du service client proposé. They might decide to try a different channel to reach you, and by the time they do, they will be much more irritated due to a miss in first-contact with your organization. Customer Service KPI’s are one of the best ways to help track and improve customer experience across the board. Pour le mesurer le plus efficacement possible, il est important de demander clairement au client si sa demande a bien été résolue avant de conclure l’appel. One study showed an 89% abandonment rate of customers on a customer service call if it has not been responded to within 5 minutes. This KPI tracks the number of repeated calls from an individual customer. Il permet aux, Si le CSAT mesure la satisfaction client immédiate après son interaction avec l’un de vos agents, le Net Promoter Score vous permet de. There is no right or wrong answer to how long you want your call length to be. This KPI provides managers with insight into their team’s performance by monitoring multiple metric. Il s’agit d’une bonne occasion pour inviter vos clients à préciser les éléments perturbateurs lors du parcours client (transfert de service en service, nécessité de répéter plusieurs fois les mêmes informations ou difficulté à joindre un conseiller). ? Ainsi, les KPI Call Center à prendre en compte sont ceux qui donnent des informations correspondant : Customer Service KPI’s are one of the best ways to help track and improve customer experience across the board. But there’s nothing your support team can … Keep your call center on track with the right data. Not only does it help with scaling operations (especially during busy seasons), the length of time it takes to answer a call makes a difference. Depending on your type of business, we’ve broken down some of the most valuable types of call center KPIs worth monitoring to get the most out of their metrics. Il est toutefois de plus en plus difficile de mesurer correctement cet indicateur dans un contexte omni-canal. This metric is important to help improve the sales methods the team uses to when reaching out to prospects. Customers appreciate having their issues solved right away and resolving them in a call only drives satisfaction and saves the call center’s resources. Simply put, a Key Performance Indicator is a measurable value that demonstrates how effectively an organization is achieving key business objectives. We all know that good customer experiences are key to reducing churn and maintaining a healthy and thriving business in the modern age. Le téléphone est le premier moyen de communication utilisé par les clients pour contacter une entreprise. If your development team doesn’t react on reported bugs quickly enough or your marketing campaigns are way too aggressive and annoying, this will quickly show in your customer satisfaction reports. If there’s one thing to avoid in sales, it’s missing a call from a potential buyer because their waiting time was too long. 1. En mesurant le taux de décroché, c’est-à-dire, la proportion d’appels traités par rapport au volume total d’appels entrants, vous pourrez suivre l’évolution de l’efficacité de votre service client. Why does this call center KPI matter? This metric can help you improve your efficiency through more streamlined workforce management and better agent utilization to get the most out of your workflow. Identifying and measuring the right customer service KPIs or metrics help businesses to monitor and analyze customer relations by considering their overall journey. A high turnover rate can be a huge hindrance to the efficiency of offices and call centers. Par téléphone, le délai d’attente peut faire référence au délai d’attente avant mise en relation avec un conseiller ou au délai d’attente avant résolution du problème. For these operations, it’s vital that you keep KPI’s that are more customer service based, as they will help you interpret the level of customer satisfaction with the call. Bill Price, President of Driva Solutions. Taux de résolution au premier contact (RPC) Le taux de résolution au premier contact, également … However, if it’s too high, your agents could be taking too long to solve problems and may need some more coaching. Le CSAT est un bon indicateur pour mesurer la satisfaction client mais il peut être limité si l’on ne cherche pas à connaître les raisons des insatisfactions. For this, they need to know the call center KPI metrics by which their work is assessed and their salary is calculated. Key customer service metrics and KPIs to improve the bottom line. Customer Call Center Performance Dashboard. Waiting too long to return the call, (often resulting in the customer trying to call you back) can result in decreased loyalty from your customers and eventually customer churn. If a query has been sitting around in your queue for several hours or days (depending on your CX practices), your customers are bound to be unhappy. The better your average NPS, the better your call center ROI is likely to be. Below is a list of important KPIs for customer service evaluation and acquiring actionable feedback. The FCR is an important call center kpi that can help improve CX. They are much more likely to … Regardless of if you’re using an in-house support team, or a contact center location, it’s vital to be able to track your metrics. Pause/break time is the ultimate productivity measure that won’t interfere with important conversations. Though its direct correlation with customer satisfaction rates might seem like the only benefit, FCR also impacts operating … In order for the efficiency of the call center to grow, each operator needs to be interested in personal growth. The template is relevant to customer service teams, to help generate a 360-degree customer-centric view. C’est l’outil de mesure de base pour un responsable de la relation client. Pour mieux appréhender la question du délai d’attente, un centre d’appels peut calculer plus globalement la DMT ou Durée Moyenne de Traitement, qui englobe la durée nécessaire pour le traitement d’une demande d’un contact (temps d’attente avant de décrocher l’appel + temps effectif de communication avec le conseiller + traitement post-appel pour finaliser le traitement de la demande). Certains d’entre eux sont d’ailleurs des critères nécessaires à l’obtention de la certification NF Service Relation Client encadré par l’Afnor. However, if your quality of prospects or ability to sell is hindered by shorter calls then time spent on calls may be worth tracking. Making sure you’re ahead of the curve on this metric could go on to save you and your business a lot in the long run. Vos techniques de formations sont-elles adaptées pour maximiser la, performance des agents de votre call center. Taux de résolution au premier contact (RPC), Le taux de résolution au premier contact, également appelé “, Le taux de résolution au premier contact mesure la capacité de vos agents à satisfaire une demande d’un clien, Le CSAT est l’un des principaux KPIs en Customer Service, si ce n’est le plus important puisqu’il indique le degré de satisfaction de vos clients. Au-delà du suivi de votre satisfaction client, la mesure des KPIs vous guidera dans l’optimisation de la gestion de votre service client : vos effectifs sont-ils suffisants pour gérer le volume d’appels ? Long wait times contribute to more frustrated customers and a potential dip in customer support quality. Inbound call center leads created; Inbound call center opportunities created; Inbound calls handled; Inbound calls handled per agent hour; Inbound service level; Number of complaints; Percentage of customer service requests answered in given timeframe; Percentage of calls transferred; Total calling time per day/week/month Additionally, while measuring this metric, you also get an idea of another KPI- how fast your team is at responding to incoming calls. For example, high-level KPIs may focus on the overall performance of the business, while low-level KPIs may focus on processes in individual departments or teams. Call center KPIs for Customer Service. (Source: American Express)Average Abandonment Rate by industry: 1. Vos techniques de formations sont-elles adaptées pour maximiser la performance des agents de votre call center ? Organizations use KPIs at multiple levels to evaluate their success at reaching targets. Il varie également du type de demandes : des demandes simples pourront être solutionnées au premier appel, tandis que des demandes plus techniques pourront nécessiter plusieurs échanges entre l’équipe support, technique et le client. Il est impératif de réagir rapidement pour créer un lien de confiance entre votre marque. Formula: Total Wait Time for All Calls ÷ Total Number of Calls. For these operations, it’s vital that you keep KPI’s that are more customer service based, as they will help you interpret the level of customer satisfaction with the call. Afin de bien mesurer l’efficacité de votre service client, il est essentiel de réaliser un suivi régulier de certains KPIs ou Indicateurs Clés de Performance (ICP). Le CSAT est l’un des principaux KPIs en Customer Service, si ce n’est le plus important puisqu’il indique le degré de satisfaction de vos clients. If you plan to use it for the customer service in your company, make sure that it is aligned with the overall strategy of your organization. En revanche, un bon levier d’action pour réduire la DMT est de réduire le temps d’attente au décrochage en utilisant un logiciel de gestion des appels entrants. Si le CSAT mesure la satisfaction client immédiate après son interaction avec l’un de vos agents, le Net Promoter Score vous permet de mesurer la satisfaction client à plus long terme en évaluant sur une échelle de 1 à 10 la probabilité qu’il vous recommande à ses pairs (amis, collègues, famille). A nirvana for most customer service centres, but much more difficult to achieve in real life. Le NPS vous permet de classer vos clients en trois catégories : Le Net Promoter Score se calcule à partir du pourcentage de promoteurs auquel on soustrait le pourcentage de détracteurs. 6. This shows that you’re trying to help and want the issue to be resolved. As even one blocked call can be a missed opportunity to connect with a customer or prospect, this is a call center KPI that should never be ignored. Votre workflow de gestion des appels est-il optimal ? Des KPI Call Center spécifiques pour chaque service KPI Call center en emission d’appels: Tout d’abord, en émission d’appel, les indicateurs de performance à suivre mesurent l’atteinte des objectifs de prospection et de vente. Similar to the metric above, average wait times are important and can make or break a customer’s experience. This metric helps managers plan expected revenue with set targets and current progress, while also giving them a view into how valuable an effective call can be for the team. Similarly to the first-call resolution metic, this KPI can give you good insight to your level of customer service. It monitors and reports the status of customer call center key performance values. For instance, support-driven teams place a much higher emphasis on how they measure the average wait time compared to sales teams. Related: Call Center Administrator, Customer Service Administrator, Client Services Administrator, Call Center Workforce Analyst, Workforce Management Specialist. Call Center Status Metrics. How to use it. En revanche, un bon, Le taux de décroché est très souvent associé au temps d’attente pour mesurer l’efficacité d’un centre d’appels et donc la satisfaction client. Perhaps the customer needs to be escalated to a different level of service to handle the concerns they are having. Studies show that customers usually rely on phone calls to resolve questions that are urgent or complicated. They help you see if customers can reach you quickly and if they get their most-pressing problems solved promptly. It is usually the case that if the same customer is repeatedly contacting your center, they are experiencing major unresolved issues. Simple à utiliser. As its name implies, this addresses the challenge of strategy execution. In your customers’ eyes, choosing to contact your business is an important investment of their time. Powerful integrations. Les réponses peuvent également se présenter sous forme de chiffres ou étoiles par exemple. « À combien évaluez-vous votre niveau d’effort fourni pour le traitement de votre demande ? According to a study conducted by The Ascent Group, 60% companies that measured their FCR for at least 12 months were able to improve FCR by up to 30%. This quantity is closely related to Service Level — an important KPI for inbound call centers. Pour avoir un bon aperçu de la qualité de votre service client, le délai d’attente est également un excellent indicateur. les promoteurs (9-10) : il s’agit de vos clients les plus fidèles et susceptibles de devenir vos meilleurs ambassadeurs. Cet indicateur peut égaler varier selon la perception du client. Customer Service Balanced Scorecard vs. KPI Scorecard. Pour calculer le CSAT, il suffit de diviser le nombre de réponses positives/le nombre de réponses total, puis de le multiplier par 100. This metric helps managers identify how much time an agent spends actually speaking to your customers. As with the CSAT, invite customers to rate their experience after a call or live chat from a score of 1 to 10. 6 KPI Customer Service à mesurer au sein de votre service client, 1. If there are a high number of customer complaints during a specific period, it can help to review any changes made during that time frame to isolate a cause. This KPI measures how long the agent isn’t managing contacts – meaning they’re not available for calls, not wrapping, and not previewing a new call. First Call Resolution is a KPI for call center that measures the rate of issue resolution in the first interaction. Of course, the shorter the call is, the more sales you can make in a day. ». L’impossibilité de joindre un service client est naturellement un facteur de frustration et d’insatisfaction très important. Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer services. Il permet aux clients d’évaluer sur une échelle de valeurs leur degré de satisfaction à chaud juste après l’interaction. Facile à installer. Call Center KPI Descriptions Time to Answer: This is a measurement, usually expressed in seconds, of the time from when a call is received until it is answered by an agent. With it, you directly ask your customers to rate … Ils sont d’ailleurs pris en compte dans l’obtention de la. Le taux de résolution au premier contact mesure la capacité de vos agents à satisfaire une demande d’un client sans avoir à réitérer la prise de contact. Knowing how many calls are answered within a time frame is critical. You’re asking your customers to express an emotion, and emotions are harder to grasp than objective facts, such as the sales department's financial KPIs. Call center KPIs offer insight into your agents’ interactions with customers. KPI customer satisfaction; KPI quality of service; financial KPI and others. Customer satisfaction is everything. With a view into each of these key metrics, managers have a view into current capabilities and … Anyway back to call centre metrics and KPIs. Votre call center, qu’il soit en interne ou externalisé, est donc un point de contact primordial dans votre stratégie de relation client. Keeping track of the number of calls answered is a great metric for several reasons. Si la recherche d’efficacité d’un call center tend à diminuer les durées de traitement, il faut veiller à ne pas réduire la DMT au détriment de la qualité du service perçu par le client. FCR is often seen as the cornerstone of call center KPI’s. Connectée à vos outils. Failing to resolve them in a timely manner could be a sign that your team needs further support and training. Cet indicateur vous permettra notamment d’anticiper les comportements de vos clients. The most popular KPI for measuring customer satisfaction is the CSAT. Keeping a happy customer costs less than inciting a new prospect to your business and by being able to view your retention levels, you can ensure that your call center helps the business to … A customer service KPI or metric is a performance measurement that is used by customer service teams and by the customer support management to monitor, visualize, analyze and optimize customer relations by taking advantage of an advanced 360-degree customer view. For one, it helps you keep track of which agents are doing more or less than others and secondly, it helps you get an average of how many calls your agents are able to handle in an hour, which can help you decide if you need to scale up, scale down, or focus on training. While missed calls can be bad for business, a good recovery tactic is to simply return the call to the customer. In this example we create a Balanced/Strategy scorecard. Le taux de résolution au premier contact, également appelé “First Contact Resolution” (FCR) est un indicateur essentiel pour mesurer la performance de votre service client. les passifs (7-8) : globalement satisfaits de votre service ou produit, ce sont vos clients qui ne seront pourtant pas enclins à recommander votre entreprise. Being able to solve a query or concern on those first incoming calls from a customer decreases the need to go through several channels and will increases the positivity of the customer interactions. It can also help to review specific complaints to see what they’re about. Votre workflow de gestion des appels est-il optimal ? Here are the other big KPIs and metrics for sales-driven teams that differ from support or service driven teams: The conversion rate for sales teams measures how many phone calls on average it takes to close a deal or make a sale. C’est un élément de mesure de satisfaction que vous pourrez inclure à votre questionnaire post-interaction avec le NPS et le CSAT. The latest research suggests that first call resolution (FCR) is the single-most important KPI for customer-centric, inbound call centers. Without a motivated and happy team, the rest of your metrics are sure to suffer. Defining KPIs can be extremel… Try to keep your agents under your target numbers of minutes of break time per hour. When making customer satisfaction your customer service KPI, it’s important to remember that they’re not solely responsible for this metric. Certains d’entre eux sont d’ailleurs des critères nécessaires à l’obtention de la certification, Au-delà du suivi de votre satisfaction client, la mesure des KPIs vous guidera dans l’optimisation de la gestion de votre service client : vos effectifs sont-ils suffisants pour gérer le volume d’appels ? But how do you maintain a high level of customer support throughout your organization? Autre indicateur indispensable pour mesurer votre performance en relation client est le “Customer Effort Score” soit l’effort fourni par le client à un certain moment de son parcours pour que sa demande soit traitée. Simple to set up. les détracteurs (0-6) : vos clients qui peuvent potentiellement nuire à la réputation de votre entreprise. Call Center Shrink Rate – The percentage of time (in hours) that Contact Center agents spend away from the phone and not available to receive calls (including breaks, holidays, meetings, etc.) Il existe plusieurs types de délai d’attente selon le canal de communication. These KPI’s will help capture the internal workings and productivity measurements of your performance. This means that a customer’s issue almost certainly has not been resolved. Generally, the higher the percentage, the better, as the customer is getting a more in-depth experience. What is KPI in a call center? 1. La solution de téléphonie d'entreprise cloud - VoIP, Digitalisez votre entreprise avec la téléphonie cloud. Le taux de décroché est très souvent associé au temps d’attente pour mesurer l’efficacité d’un centre d’appels et donc la satisfaction client. This is a typical customer KPI that you can use for your call center. 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