In today’s current financial climate it is vital that your company is competing on every level in your industry, your customer service department in particular has to perform at its best. Beating your competitors is vital to the revenue your business creates. Because customers tend to rely heavily upon trusted and competitive companies, the importance of the competitiveness needed becomes every more apparent.

A company can become increasingly competitive if they ensure their customer service procedures are of the highest standard possible at all times. Good customer service ensures your business has the edge that it needs over your competition. Understanding your customer’s feelings towards your company drives you on to make improvements and developments in the products and services you offer. To achieve the right perception with customers you need to make sure your customer service metrics are adhered to at all times.

Customer service metrics often include:

• The number of calls handled per hour – This is an important metric with regards the call center representatives work related performance. If there are too many calls to handle in per employee, obviously the quality of the service provided is going to suffer a little.


• The number of complaints received – Now, this is not classed as a customer service metric, but it is used to determine the performance of the call center as a whole. The more complaints received the more your company suffers, so it is important to get to the bottom of these customer issues so that you can put them right. These can adversely affect not only the reputation of your company, but they can also affect the performance of your call center staff.


• The number of customer complaints resolved – By monitoring the number of resolved customer complaints you can determine how your customer care department is performing.


• Customers retained – The percentage of customers returning to buy your products or to use your services is an important metric in highlighting how your company is performing in the consumers eyes. A sign of good customer service is the number of customers who are willing to use your services or buy your products again.

Some of the above customer service metrics are more inclined to produce quantitative results involving numbers. Whereas a better metric of customer care performance, would be to analyze the qualitative aspect of your customer service procedures as well.

Interpretation would be easier and more convenient. If you would be able to look at qualitative measures and at the same time at quantitative customer service metrics, the better. Customer service metrics are a great way to evaluate the performance of helpdesk or call-center unit of any company.

It is a good practice in analyzing your customer service metrics to include both quantitative and qualitative measures. The qualitative metrics would outline how the customer perceived their overall experience with the call center. Most of the time is a lot more useful and a lot more interesting to look at the qualitative measures of your call center service campaigns, as they often produce detailed perceptions of the quality issues regarding your customer service performance.

International Services Outsourcing (InSO) is a leader in the BPO industry and can help your business achieve its goals, namely increased productivity and profitability. Contact us today so that you can see how InSO delivers on-shore quality at offshore affordability. Please visit our website at www.inso.us and let us show you why we are your "One-Stop-Shop” outsourcing center.

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