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Evaluating customer service in today's competitive world is essential for business growth. Customer feedback is necessary for developing products and services, even if it scares their leaders. Businesses should celebrate the positive feedback and learn from the negative ones. Remember that you cannot change anything if you do not know about them. This article discusses customer service evaluation and all you should know about it.

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Why is Customer Service Evaluation Important?

Evaluating customer service is necessary for businesses aiming to develop their operations because it is debatable if anything else matters without it.

Knowing what customers think about products and companies is simpler than ever in the current conditions. Just try to listen to your customers.

The following figures emphasize the importance of making customers happy if you need the inspiration to create a customer service rating criteria!

According to studies, every satisfied customer tells about the given brand to eleven people. On the other hand, angry customers let at least fifteen people know about it.

You should know only 35 percent of customers complain about poor customer service on social media.

Moreover, almost 53 percent tell their friends and followers about a great customer experience.

It is interesting to learn that businesses' average sales increase by about 8 percent when their customer services are improved.

If the brand fixes its issues, nearly 70 percent of formerly dissatisfied customers try to experience them once more.

However, up to 12 pleasant ones can erase the memories of that negative encounter.

What are the Best KPIs to Evaluate Customer Service Performance?

Customer service agents work hard to represent a company or organization. In all circumstances, they must maintain their professionalism.

It can be difficult when a demanding client lashes out at them with criticism and use an angry voice or even offensive language.

Customer support agents must additionally work to maintain caller satisfaction. For example, it could entail giving in-depth explanations, technical advice, or a sympathetic ear for the concerns.

Set aside the stress of meeting goals and accurately communicating the company's principles for eight hours daily!

Call center agents must continue to deliver their finest work in the interests of the client and the company all the time.

How is customer service evaluation carried out? For example, assessing customer service KPI performance might not be easy.

The 16 most useful KPIs for evaluating customer service performance are discussed in the following section.

1. Agent's Language


Customer service agents must be not only courteous and well-mannered but also the correct match for the business.

Unpleasant greetings, silence after leaving, or treatment in a tone that does not reflect the company culture are all unpleasant.

2. Agents' Problem-Solving Skills


When examining how to assess the effectiveness of customer service, addressing issues as they arise is essential.

Customers want their issues identified, diagnosed, and fixed as quickly as possible. It is where problem-solving skills play an essential role.

Sometimes customers do not even complain! Instead, they just quit the company for a competitor brand.

If the call center agents listen to the problems and attempt to fix them, customers are happy and satisfied with the outcome.

3. Answered Calls over Time


How many phone calls do customer care agents receive per hour? If they spend a lot of time alone between conversations, they might be assigned additional chores.

They could be rushing calls if they get through more than anyone else. Therefore, the rate of answered calls is also significant in evaluating customer service.

4. Cross-Selling Opportunities 


It is essential to take advantage of cross-selling opportunities while evaluating customer service effectiveness.

Agents who overlook these may skip out on worthwhile possibilities and fail to meet customer needs.

5. Customer Complaints during Call


Customer complaints and agent criticism should ideally not arise during call centers.

A speech analytics tool might make it easier to examine consumer concerns thoroughly.

This process allows the managerial staff and customer service leaders to pinpoint the problem to provide an effective solution.

6. Customer Greeting 


Evaluation of customer service agents must place a strong emphasis on how agents greet customers.

Making the caller feel important and appreciated requires them to identify themselves and the business.

Create a flexible script that the customer support agents can customize to suit various scenarios.

7. Customer Handover Rates


A customer will be sent off to a colleague if a particular agent cannot resolve the issue or knows they are better qualified.

The caller bouncing around or doing this repeatedly without anyone knowing how to help is not a good indicator.

Customer Handover Rates (CHR) can hurt the customer service performance and decrease the bottom line.

8. Customer Waiting Time 


Customer Waiting Time (CWT) is one element that influences customers' experience to the point that it can ruin all the efforts.

Almost 60 percent of customers feel being put on hold for even one minute! Unfortunately, it is a little too much for today's businesses.

Customers are unlikely to be pleased when an agent finally answers if they were made to wait for assistance. Instead, it makes providing customer service much more difficult.

9. First Call Resolution


First Call Resolution (FCR) is an excellent metric for evaluating customer service agents.

Customers are satisfied and aware of the support team's competence if issues are resolved in a single call.

Determine the effectiveness of agents in resolving a customer's issue by reviewing FCR recordings.

10. Immediate Responses versus Queued Calls


Even though it may be difficult to reach an agent immediately, doing so will benefit customers' experiences.

Good results for this statistic show the customer service agents' enthusiasm for serving the company and their customers.

11. Minutes Spent on Call


Calls should be returned promptly, and issues should be dealt with effectively. It sums up each call center's performance.

Customer service agents may assist more customers the more interactions they have.

Establish an average period based on the department to gauge the effectiveness of the support staff.

12. Number of Callers Abandoning Calls


Call abandonment rates significantly affect how well customer service is performing.

Nearly 70 percent of customers who switch after being on hold for too long will not call again. Customers who wait too long for assistance may hang up and call a rival.

If this is the case, adding this indicator to your scorecard enables you to identify and determine what is slowing down your agents.

13. Product and Service Knowledge


Call center agents should have an excellent and updated knowledge of the business's products and services.

If they come out as illiterate, it reflects poorly on the business. Poor performance in this area indicates a need for better instruction.

In such circumstances, keeping a knowledge base at the agents' fingertips could be beneficial.

14. The ratio of Solved Tickets


The ratio of solved tickets is a great KPI for customer service evaluation and assessing the agents' performance.

If this rate is low at your organization, you need to increase productivity, provide employees with more training and resources, or add more customer care representatives.

15. Response to Training


Agents must apply the principles they have learned from coaching and training in their contacts with clients.

It evaluates the efficiency of the learning management system and pinpoints which agents require more training.

16. Success Rate of Calls


There is no need to emphasize that success is essential in customer service evaluation.

Client care representatives should resolve all customer issues, and monitoring the success rate will help managers identify areas that require additional focus.

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How Evaluating Customer Service Effectively?

Do customers thank the agent by the end of the call? Are they satisfied? Do they express intent to use the business again in the future?

Customer satisfaction is the final goal in this process, and evaluating customer service is an excellent step toward reaching this goal.

The following tips help customer service managers to do customer service evaluations in their company.

1. Ask for Feedback


You can gain direct knowledge of the customers' viewpoints by asking for their opinions on how to improve customer service.

If you want to be successful, you should think about inserting a question on customer surveys that requests feedback on how you may make improvements to your goods and services.

Consider this data in developing strategies for improving customer service in your business.

2. Review Correspondence


You may keep an eye on customer service by looking at the written communication between your staff and customers.

If you want to ensure your staff members are using the language, tone, and strategies required to deliver first-rate customer support, consider checking emails, instant messages, and other written communication.

You can use it to find patterns and personnel who might benefit from further coaching and training.

3. Use Mystery Shoppers


Mystery shoppers are members of your company that visit your businesses to observe how customers and employees interact.

Mystery shoppers can get first-hand accounts of how well your customer care performs in actual situations.

You can use this information to discover trends, issues, and gaps in your customer care methods and to help you fill those gaps.

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Final Thoughts

Managers evaluate customer service performance through measurable KPIs and understand where agents fail and succeed.

This process enables them to train and reward accordingly. If you want to know more about the customer service evaluation process, check out our other blogs.

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