C’est l’outil de mesure de base pour un responsable de la relation client. Key performance indicators (KPI) in a call center is a set of metrics determined to ensure good customer service. Taux de résolution au premier contact (RPC), Le taux de résolution au premier contact, également appelé “, Le taux de résolution au premier contact mesure la capacité de vos agents à satisfaire une demande d’un clien, Le CSAT est l’un des principaux KPIs en Customer Service, si ce n’est le plus important puisqu’il indique le degré de satisfaction de vos clients. Keeping a happy customer costs less than inciting a new prospect to your business and by being able to view your retention levels, you can ensure that your call center helps the business to … However, if it’s too high, your agents could be taking too long to solve problems and may need some more coaching. Pour le mesurer le plus efficacement possible, il est important de demander clairement au client si sa demande a bien été résolue avant de conclure l’appel. You’re asking your customers to express an emotion, and emotions are harder to grasp than objective facts, such as the sales department's financial KPIs. First Call Resolution is a KPI for call center that measures the rate of issue resolution in the first interaction. Le taux de résolution au premier contact mesure la capacité de vos agents à satisfaire une demande d’un client sans avoir à réitérer la prise de contact. Depending on your type of business, we’ve broken down some of the most valuable types of call center KPIs worth monitoring to get the most out of their metrics. This measures the duration of each call, transfers made, how efficiently an agent has resolved a call, and if they needed an issue to be escalated. Call center KPIs for Customer Service. Votre workflow de gestion des appels est-il optimal ? They are much more likely to … Le CSAT est un bon indicateur pour mesurer la satisfaction client mais il peut être limité si l’on ne cherche pas à connaître les raisons des insatisfactions. Service level. They might decide to try a different channel to reach you, and by the time they do, they will be much more irritated due to a miss in first-contact with your organization. Waiting too long to return the call, (often resulting in the customer trying to call you back) can result in decreased loyalty from your customers and eventually customer churn. For these operations, it’s vital that you keep KPI’s that are more customer service based, as they will help you interpret the level of customer satisfaction with the call. Call Center KPI Descriptions Time to Answer: This is a measurement, usually expressed in seconds, of the time from when a call is received until it is answered by an agent. Pour mieux appréhender la question du délai d’attente, un centre d’appels peut calculer plus globalement la DMT ou Durée Moyenne de Traitement, qui englobe la durée nécessaire pour le traitement d’une demande d’un contact (temps d’attente avant de décrocher l’appel + temps effectif de communication avec le conseiller + traitement post-appel pour finaliser le traitement de la demande). This metric is measured by dividing the number of customers making repeated business or purchases by the total number of active customers. This metric is important to help improve the sales methods the team uses to when reaching out to prospects. If there are a high number of customer complaints during a specific period, it can help to review any changes made during that time frame to isolate a cause. As even one blocked call can be a missed opportunity to connect with a customer or prospect, this is a call center KPI that should never be ignored. In this example we create a Balanced/Strategy scorecard. This metric can help you improve your efficiency through more streamlined workforce management and better agent utilization to get the most out of your workflow. « À combien évaluez-vous votre niveau d’effort fourni pour le traitement de votre demande ? KPIs for Customer Service Call Center Dashboard Report contains the complete collection of KPIs that pre-populate the Inbound Call Center Performance Dashboard. First-call resolution It is a measure of the call center performance rather than of the agent performance. A key performance indicator, popularly known as KPI, is a quantifiable measure used to evaluate performance against specific business objectives, say customer service goals. Try to keep your agents under your target numbers of minutes of break time per hour. Il s’agit d’une bonne occasion pour inviter vos clients à préciser les éléments perturbateurs lors du parcours client (transfert de service en service, nécessité de répéter plusieurs fois les mêmes informations ou difficulté à joindre un conseiller). Certains d’entre eux sont d’ailleurs des critères nécessaires à l’obtention de la certification NF Service Relation Client encadré par l’Afnor. les passifs (7-8) : globalement satisfaits de votre service ou produit, ce sont vos clients qui ne seront pourtant pas enclins à recommander votre entreprise. Vos techniques de formations sont-elles adaptées pour maximiser la performance des agents de votre call center ? Outbound call center teams that focus on sales have a different focus than support teams. Pour calculer le CSAT, il suffit de diviser le nombre de réponses positives/le nombre de réponses total, puis de le multiplier par 100. Because 67% of customers hang up the phone because they are frustrated they can’t talk to a real person. It monitors and reports the status of customer call center key performance values. For this, they need to know the call center KPI metrics by which their work is assessed and their salary is calculated. These KPI’s will help capture the internal workings and productivity measurements of your performance. Certains d’entre eux sont d’ailleurs des critères nécessaires à l’obtention de la certification, Au-delà du suivi de votre satisfaction client, la mesure des KPIs vous guidera dans l’optimisation de la gestion de votre service client : vos effectifs sont-ils suffisants pour gérer le volume d’appels ? Without a motivated and happy team, the rest of your metrics are sure to suffer. Failing to resolve them in a timely manner could be a sign that your team needs further support and training. KPI customer satisfaction; KPI quality of service; financial KPI and others. Customer Service Balanced Scorecard vs. KPI Scorecard. It can also help to review specific complaints to see what they’re about. Similarly to the first-call resolution metic, this KPI can give you good insight to your level of customer service. Though call centers have standard measures for customer calls, their clients also set their metrics to track and … 6. Simply put, a Key Performance Indicator is a measurable value that demonstrates how effectively an organization is achieving key business objectives. Afin de bien mesurer l’efficacité de votre service client, il est essentiel de réaliser un suivi régulier de certains KPIs ou Indicateurs Clés de Performance (ICP). Customer Service KPI’s are one of the best ways to help track and improve customer experience across the board. Measuring customer satisfaction is hard. Customer satisfaction is everything. Il varie également du type de demandes : des demandes simples pourront être solutionnées au premier appel, tandis que des demandes plus techniques pourront nécessiter plusieurs échanges entre l’équipe support, technique et le client. Simple à utiliser. If you’re planning on monitoring the KPI’s for an inbound call center, there are some classic metrics you’ll need to keep an eye on. C’est un élément de mesure de satisfaction que vous pourrez inclure à votre questionnaire post-interaction avec le NPS et le CSAT. However, if your quality of prospects or ability to sell is hindered by shorter calls then time spent on calls may be worth tracking. The FCR is an important call center kpi that can help improve CX. For instance, support-driven teams place a much higher emphasis on how they measure the average wait time compared to sales teams. ». Call Quality. For these operations, it’s vital that you keep KPI’s that are more customer service based, as they will help you interpret the level of customer satisfaction with the call. Studies show that customers usually rely on phone calls to resolve questions that are urgent or complicated. Votre call center, qu’il soit en interne ou externalisé, est donc un point de contact primordial dans votre stratégie de relation client. Powerful integrations. Customers have a strong desire to have their inquiries resolved during the first call. What is KPI in a call center? Bill Price, President of Driva Solutions. To do this effectively, you need to be dialled into the latest metrics and KPIs such as current service level, call volume and call resolution rates. If your development team doesn’t react on reported bugs quickly enough or your marketing campaigns are way too aggressive and annoying, this will quickly show in your customer satisfaction reports. Call Centre KPI’s need data and the good news is there is more than enough data and call centre KPIs to choose from in a contact centre! Taux de résolution au premier contact (RPC) Le taux de résolution au premier contact, également … Generally, the higher the percentage, the better, as the customer is getting a more in-depth experience. They help you see if customers can reach you quickly and if they get their most-pressing problems solved promptly. Il se calcule en divisant le nombre de demandes résolues au premier contact sur le nombre total des demandes. Easy to use. Call center KPIs offer insight into your agents’ interactions with customers. Here are the other big KPIs and metrics for sales-driven teams that differ from support or service driven teams: The conversion rate for sales teams measures how many phone calls on average it takes to close a deal or make a sale. As with the CSAT, invite customers to rate their experience after a call or live chat from a score of 1 to 10. A high turnover rate can be a huge hindrance to the efficiency of offices and call centers. One study showed an 89% abandonment rate of customers on a customer service call if it has not been responded to within 5 minutes. In particular, it is a simple and efficient customer call center KPI dashboard. The time it takes your sales reps to answer a call is a useful metric that can be used to support your team. Customers’ initial contact with a call center has a strong influence on customer perceptions. How to use it. This metric helps managers identify how much time an agent spends actually speaking to your customers. Par téléphone, le délai d’attente peut faire référence au délai d’attente avant mise en relation avec un conseiller ou au délai d’attente avant résolution du problème. Customers appreciate having their issues solved right away and resolving them in a call only drives satisfaction and saves the call center’s resources. les promoteurs (9-10) : il s’agit de vos clients les plus fidèles et susceptibles de devenir vos meilleurs ambassadeurs. In order for the efficiency of the call center to grow, each operator needs to be interested in personal growth. Customer Service KPI’s are one of the best ways to help track and improve customer experience across the board. Il est souvent mesuré en posant la question : “Avez-vous été satisfait par le service de nos conseillers ?”, “Êtes-vous satisfait de notre équipe support ?”. But how do you maintain a high level of customer support throughout your organization? Why does this call center KPI matter? Pause/break time is the ultimate productivity measure that won’t interfere with important conversations. Call Center Status Metrics. Regardless of if you’re using an in-house support team, or a contact center location, it’s vital to be able to track your metrics. Il existe plusieurs types de délai d’attente selon le canal de communication. Cet indicateur peut égaler varier selon la perception du client. If a query has been sitting around in your queue for several hours or days (depending on your CX practices), your customers are bound to be unhappy. If you plan to use it for the customer service in your company, make sure that it is aligned with the overall strategy of your organization. Ils sont d’ailleurs pris en compte dans l’obtention de la certification NF 345 sur la relation client. In your customers’ eyes, choosing to contact your business is an important investment of their time. Customer Call Center Performance Dashboard. Facile à installer. Keep your call center on track with the right data. Employee morale might not sound like the most important factor in having a thriving and successful call center, but it’s probably the biggest KPI to consider. Si le CSAT mesure la satisfaction client immédiate après son interaction avec l’un de vos agents, le Net Promoter Score vous permet de mesurer la satisfaction client à plus long terme en évaluant sur une échelle de 1 à 10 la probabilité qu’il vous recommande à ses pairs (amis, collègues, famille). With a view into each of these key metrics, managers have a view into current capabilities and … Ultimately, KPIs provide a focus on operational improvement and create a firm analytical foundation for decision-making. These could include: This is a vital metric when tracking customer satisfaction. Connectée à vos outils. For one, it helps you keep track of which agents are doing more or less than others and secondly, it helps you get an average of how many calls your agents are able to handle in an hour, which can help you decide if you need to scale up, scale down, or focus on training. Autre indicateur indispensable pour mesurer votre performance en relation client est le “Customer Effort Score” soit, Pour mieux appréhender la question du délai d’attente, un centre d’appels peut calculer plus globalement la DMT ou Durée Moyenne de Traitement, qui englobe, Si la recherche d’efficacité d’un call center tend à diminuer les durées de traitement, il faut veiller à ne pas réduire la DMT au détriment de la qualité du service perçu par le client. Though its direct correlation with customer satisfaction rates might seem like the only benefit, FCR also impacts operating … Of course, the shorter the call is, the more sales you can make in a day. Afin de bien mesurer l’efficacité de votre service client, il est essentiel de réaliser un suivi régulier de certains KPIs ou Indicateurs Clés de Performance (ICP). Voici nos recommandations pour piloter plus efficacement votre stratégie et atteindre vos objectifs de gestion de la relation client. This metric helps managers plan expected revenue with set targets and current progress, while also giving them a view into how valuable an effective call can be for the team. For example, high-level KPIs may focus on the overall performance of the business, while low-level KPIs may focus on processes in individual departments or teams. Il est impératif de réagir rapidement pour créer un lien de confiance entre votre marque. This is a typical customer KPI that you can use for your call center. 1. This KPI provides managers with insight into their team’s performance by monitoring multiple metric. ? As its name implies, this addresses the challenge of strategy execution. This KPI tracks the number of repeated calls from an individual customer. An NPS—or Net Promoter Score—is a customer service metric that tracks customer loyalty to a specific brand or service. Simple to set up. Votre workflow de gestion des appels est-il optimal ? The template is relevant to customer service teams, to help generate a 360-degree customer-centric view. Ils sont d’ailleurs pris en compte dans l’obtention de la. Pour avoir un bon aperçu de la qualité de votre service client, le délai d’attente est également un excellent indicateur. Keeping your agents happy in their work environment is key to avoiding high turnover (here are some great tips!). Au-delà du suivi de votre satisfaction client, la mesure des KPIs vous guidera dans l’optimisation de la gestion de votre service client : vos effectifs sont-ils suffisants pour gérer le volume d’appels ? Cet indicateur vous permettra notamment d’anticiper les comportements de vos clients. In fact, 77% of customers say that valuing their time is the most important thing companies can do to deliver good service. Anyway back to call centre metrics and KPIs. Inbound call center leads created; Inbound call center opportunities created; Inbound calls handled; Inbound calls handled per agent hour; Inbound service level; Number of complaints; Percentage of customer service requests answered in given timeframe; Percentage of calls transferred; Total calling time per day/week/month Read more: 14 Reasons Why Your Business Needs a SaaS Call Center in 2020. The better your average NPS, the better your call center ROI is likely to be. We all know that good customer experiences are key to reducing churn and maintaining a healthy and thriving business in the modern age. Autre indicateur indispensable pour mesurer votre performance en relation client est le “Customer Effort Score” soit l’effort fourni par le client à un certain moment de son parcours pour que sa demande soit traitée. Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer services. It is the average number of calls that were disconnected before the caller was routed to an agent. These could include: 1. L’impossibilité de joindre un service client est naturellement un facteur de frustration et d’insatisfaction très important. 6 KPI Customer Service à mesurer au sein de votre service client, 1. Depending on what you’re selling, this can vary greatly. Il permet aux clients d’évaluer sur une échelle de valeurs leur degré de satisfaction à chaud juste après l’interaction. Le CSAT est l’un des principaux KPIs en Customer Service, si ce n’est le plus important puisqu’il indique le degré de satisfaction de vos clients. Cet indicateur se mesure généralement sur une échelle de 1 à 5 (très faible à très élevé). 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