Customer Service RevolutionCustomer Service RevolutionTaking Care of the CustomerTaking Care of the Customer

Key Performance Indicators PlanKey Performance Indicators Plan

Prepare by : Asif Dar

Customer Service KPIsCustomer Service KPIs(Evaluation/ monitoring plan and mechanism)(Evaluation/ monitoring plan and mechanism)

FATAL ERRORFATAL ERROR NON-FATAL ERRORNON-FATAL ERROR MINOR ERRORMINOR ERROR

Fatal ErrorFatal Error Errors which have an effect on the overall call and Errors which have an effect on the overall call and

drop it off to the lowest level (0%) are considered as critical errordrop it off to the lowest level (0%) are considered as critical error..

All information not All information not communicated to communicated to customercustomer

Call not entertainedCall not entertained Casual attitude/ Casual attitude/

argumentativeargumentative Complaint not loggedComplaint not logged Dead air (4 sec)Dead air (4 sec) Did not follow standard Did not follow standard

procedures from start till procedures from start till endend

Did not provide Did not provide complete & accurate complete & accurate infoinfo

failed to probe / obtain failed to probe / obtain complete infocomplete info

inaccurate verificationinaccurate verification

inappropriate callinappropriate call inappropriate greetinginappropriate greeting incorrect typing incorrect typing information out of SOPsinformation out of SOPs lack of ownershiplack of ownership lack of product knowledgelack of product knowledge mandatory info not takenmandatory info not taken misbehave with callermisbehave with caller not using updated not using updated

informationinformation wrong informationwrong information

Non-Fatal Error:Non-Fatal Error: Errors which have an effect on the call Errors which have an effect on the call

and drop it off to the (50%) are considered as non-fatal errorsand drop it off to the (50%) are considered as non-fatal errors ..

data not reconfirmeddata not reconfirmed inappropriate closing / offered assistanceinappropriate closing / offered assistance interruptionsinterruptions inattentiveinattentive lack of introductionlack of introduction lack of opening ethicslack of opening ethics quality of greeting not appropriatequality of greeting not appropriate repeated / restated customer's instructionsrepeated / restated customer's instructions script restructuredscript restructured typing mistakes in CMStyping mistakes in CMS unconcerned /not empatheticunconcerned /not empathetic unnecessary hold or long holdunnecessary hold or long hold weak listeningweak listening

Minor Error:Minor Error: Errors which have an effect on the call and drop Errors which have an effect on the call and drop

it off to the (25%) are considered as minor errors.it off to the (25%) are considered as minor errors.

audible behavioraudible behavior customer's name not usedcustomer's name not used headset adjustment noiseheadset adjustment noise improper hold / unholdimproper hold / unhold jargons usedjargons used long pauselong pause mobile distortion form CCO'S endmobile distortion form CCO'S end not energetic / fast pace/ impolite tonenot energetic / fast pace/ impolite tone pressing mute instead of hold buttonpressing mute instead of hold button product feature's & benefits not communicated product feature's & benefits not communicated spelling mistakespelling mistake

0 Points 5 Points 10 Points

Fatal Errors Non-Fatal Errors Perfect Call

Points 7.5

Minor Errors

Employee Performance

Employee Performance Review (EPR)Employee Performance Review (EPR)

Quality Assurance Team (QAT)Quality Assurance Team (QAT)

A Quality Assurance Team is their to A Quality Assurance Team is their to perform effective calls monitoring. The perform effective calls monitoring. The prime focus of this team is to increase its prime focus of this team is to increase its customers’ satisfaction level, raise its customers’ satisfaction level, raise its service quality, improve internal working service quality, improve internal working efficiency, and give the company a strong efficiency, and give the company a strong local and overall credibility. local and overall credibility.

CSU CSU Monthly, Weakly or Daily Quality ReportsMonthly, Weakly or Daily Quality Reports

KPI(s)KPI(s) details Sheet details Sheet This sheet shows no. of calls This sheet shows no. of calls and their % of all KPI(s) and their further sub categories. of and their % of all KPI(s) and their further sub categories. of KPI(s).KPI(s).

Abandon Calls Sheet Abandon Calls Sheet This sheet shows the This sheet shows the number and % of calls number and % of calls EntertainedEntertained, , Not EntertainedNot Entertained and and LatelyLately Attended CallsAttended Calls..

AgentAgent ScoreScore && Percentage Sheet Percentage Sheet This This report shows no. of calls monitored of each agent along with report shows no. of calls monitored of each agent along with the average score (%) of each individual agent.the average score (%) of each individual agent.

Comparison Sheet Comparison Sheet This sheet shows the This sheet shows the comparison of the KPI(s) with previous months’ quality comparison of the KPI(s) with previous months’ quality reports.reports.

Courtesy CallCourtesy Call Show the overall Progress. Show the overall Progress. Complaint Complaint Show the open and closed complaint area Show the open and closed complaint area

wise.wise.

Thank You