Track and analyze customer service performance metrics across all channels, focusing on response times, resolution rates, and customer satisfaction to optimize service delivery and maintain high customer satisfaction levels.
Monitor and evaluate customer service performance in the construction supplies and fixtures sector, with emphasis on service level agreements, first contact resolution, and customer satisfaction across all support channels. This weekly analysis helps identify trends, challenges, and opportunities for service improvement.
Analysis of response times across channels with target SLA compliance
Questions to Consider:
Are we consistently meeting our SLA targets across all channels?
Which channels show the best/worst performance trends?
How do response times correlate with customer satisfaction?
What impact do peak volumes have on response times?
|
|
Evaluation of first contact resolution rates and resolution efficiency
Questions to Consider:
How does FCR vary across product categories?
What are the common factors in cases requiring multiple contacts?
Are there specific product areas requiring additional agent training?
How does resolution time impact customer satisfaction?
|
Assessment of customer satisfaction scores and feedback patterns
Questions to Consider:
Which types of interactions result in the highest/lowest satisfaction?
Are there specific contact reasons that need attention?
How does satisfaction vary by channel and issue type?
What feedback patterns emerge from customer comments?
|
Analyze peak volume patterns to optimize staffing levels
Review knowledge base content for frequently escalated issues
Assess training needs based on FCR patterns by product category
Evaluate channel strategy based on volume and satisfaction metrics
Investigate opportunities for self-service improvement
Review handling procedures for low-satisfaction contact types
Analyze correlation between response times and satisfaction scores
Evaluate effectiveness of current service level agreements