Indeed, the selection of KPIs (Key Performance Indicators in the original version) relevant to quality customer service not only allows us to assess the effectiveness of the teams, but also to how to build phone number list refine the strategy to maximize satisfaction, loyalty and ultimately the "value" of customers (Customer Lifetime Value in the original version, i.e. the duration of customer life in good French).
Once criticized because it only managed complaints and after-sales service, customer service has become one of the differentiating elements for improving your sales and marketing performance .
It's common sense: if your customers are satisfied, then they will be more likely to repeat the experience with your organization and recommend you to their friends. Simple and basic and oh so underestimated, except by the cracks of commercial innovation .
Here is an overview of the 18 essential indicators that these champions use for efficient customer service, with associated calculation formulas for each KPI.