8 KPIs to follow to measure the quality of your B2B customer service

KPI monitoring is essential whatever your business sector or even whatever your internal departments. It, therefore, has its place in your B2B customer service, whether digital, telephone or even mixed. It allows you to first measure the performance of your advisers. Secondly, you can identify the strengths and weaknesses of your B2B customer service. Thus, you are able to improve weak points and generalize good practices. These decisions will be all the more legitimate because you can measure the relevance of the actions taken using figures. As a Burundi Email List reminder, a KPI (Key Performance Indicator) makes it possible to measure the overall effectiveness of a particular campaign, strategy or action. It should be monitored regularly over time in order to keep an eye on your strategy.

The data collected must be stored in a dashboard in order to benefit from an overview (past/present). In addition, a good KPI should be SMART: Specific Measurable Attainable Feasible Temporal If any of these conditions are not met, it is not a good KPI that you can use in developing your next strategy. So we come to the question that interests you: which KPIs to monitor to measure the quality of your B2B customer service? KPIs linked to the internal organization of your B2B customer service The waiting period The waiting period corresponds to the time that your customer will wait before receiving a response to his problem. Always keep in mind that the longer a customer waits, the more dissatisfied they will be.

This metric is therefore essential to follow because it is very revealing

Of your level of customer satisfaction. In addition, there are different types of expectations, depending on what form your B2B customer service takes. For example, if you respond to your customers by email or by returning a contact form, it is the wait between the first email and the final resolution of the problem. On the other hand, if you answer by phone several waiting times are to be taken into account. First, the customer will wait for their call to be picked up. At Force Plus, for example, our customers’ waiting time is 3 rings maximum, or around 20 seconds.

Then the phone chat will take some time, which increases the time to resolve the issue. However, it is better to take the time to fully understand the customer’s problem and personalize your response, rather than responding very quickly but in a rush. Your customer will in fact be more likely to be satisfied with a complete but longer response than a partial but rapid response. Finally, a final waiting time occurs when the call is over, while the case is closed. It is therefore important to keep in mind these different types of possible waiting times, in order to The dropout rate This KPI is directly linked to the previous one because it corresponds to the rate of calls picked up on the total number received.

The goal is obviously that all calls are answered

So that your customers receive an answer on their first call. Indeed, if they are forced to call back because you did not answer the first time, their dissatisfaction will grow. So, they may initially call for a trivial matter, but the lack of response will increase their dissatisfaction. On the second call, they will therefore be much more upset than before. The source of this discontent will not be so much the subject of the appeal but the fact of having to repeat it. For example at Force Plus, the dropout rate varies between 92 and 100%, while the average is over 80%. First Call Resolution The First Call Resolution KPI is the rate of resolution of inbound problems on the customer’s first call.

This metric makes it possible to measure several elements internally. The performance of the agents is first evaluated because it can be seen if they are able to solve a problem quickly and efficiently. It also helps to highlight points that cannot be resolved on the first call. The reasons can be multiple but the most frequent is that the agents were not trained to solve them. The problem can also take a long time to resolve. It is not possible to obtain 100% resolution on the first call anyway. It is thus possible to adapt the training of agents to ensure that they have an immediate response to problems to which they did not have the answer before.

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