Key Training KPIs For Customer Service Training
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5 Customer Service Training KPIs You Should Know

It's no secret that providing excellent customer service is essential to success. Actually, today's customers will pay more for great service, and it is one of the top factors they consider before making a purchase. In fact, according to a research study conducted by Microsoft, 96% of consumers surveyed reported that customer service is an important factor in their choice of loyalty to a brand [1].

eBook Release: The Advanced Guide To Top Your Customer Service Training Game
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The Advanced Guide To Top Your Customer Service Training Game
Get actionable insights on identifying and solving problems with your existing customer service training program.

Providing poor Customer Experiences has significant consequences. 89% of consumers have switched to doing business with a competitor following a poor Customer Experience. Providing high-quality Customer Experiences does quite the opposite. Organizations with excellent customer service skills have seen a 5% increase in customer retention and can earn %25 more in revenue [2]. The best way to ensure that your employees are providing the best possible service is to implement a customized training plan.

Using KPIs To Monitor Customer Service Training

A tailormade customer service training program will help you identify the areas that need improvement and tells you the best way to teach these skills to your employees. Implementing a training program is a significant first step, but once you have a plan in place, how do you know if it is effective?

Key Performance Indicators (KPIs) are the best way to track the effectiveness of your training program. Following the right KPIs will help you measure changes related to your customer service and help you identify any areas that might need to improve. Needless to say, these are the best ways to acquire measurable data that can show you the current state of your customer service. Amongst many, there are 5 critical KPI’s that you should consider to monitor the effectiveness of your customer service training program:

1. Customer Satisfaction Score (CSAT)

A customer satisfaction score is pretty much as it sounds like. Hence, it tracks each customer's overall satisfaction with the product or service that you’ve provided to them. You can track this KPI by asking customers to rate how satisfied are they with the service received. We always suggest to get a general idea of how your customers are feeling.

2. Net Promoter Score (NPS)

A net promoter score helps you measure brand loyalty. To track your NPS, you can ask your customers to rate how likely they are to recommend your brand or service. Customers that are recommending your brand to others are most likely to be repeat customers, and they will be more likely to share positive reviews.

3. First Connect Resolution (FCR)

Tracking the number of first-call resolutions measures how efficiently customer service calls are dealt with. This information is a great way to determine how quickly and how well your customer service teams are resolving issues. A low rate of first call resolution may indicate that more training is needed in order to address customer queries. Creating an effective program with the right training materials will ensure an increase in first call resolutions.

4. Number Of Resolved Issues

This KPI measures the number of resolved issues in a specific amount of time. This particular KPI is a tool you can use to identify any specific areas team members may need more training in. Lower rates suggest that there may be a problem with the existing program. Looking into specific interactions that are taking the most time to resolve will help you determine what the exact problem is. Whether it is a lack of product knowledge or improved communication skills are needed. If the number of resolved issues increases, it suggests that customer service training is going well.

5. Average Resolution Time (ART)

ART might be one of the top KPIs for measuring the effectiveness of your customer service. It measures the amount of time it takes to resolve customer complaints. If the average resolution time increases after implementing a customer service training program, it is a good indicator of its effectiveness. Quick resolutions are a sign that employees have the necessary skills and knowledge to resolve issues quickly, whether it is product knowledge or understanding common customer concerns.

Conclusion

Providing great customer service experiences has numerous benefits, including increased sales, higher rates of brand loyalty, and improved brand reputation. On the other hand, poor customer service can be equally impactful. Providing poor customer service can cause the opposite to occur. An unsatisfied customer will look to your competitors for better service, which decreases sales, impacting your company's reputation.

Implementing a customer service training plan is one of the best ways to ensure that your employees have the skills necessary to exceed customer expectations. Effective customer service training will help improve your employees' soft skills, product knowledge, and give them a deeper understanding of your business mission. Not all customer service training programs are effective. But Key Performance Indicators enables you to track and measure the state of your customer service.

Measuring The Effectiveness

To track the effectiveness of your customer service training program, primarily there are 5 KPIs you can follow:

  • Customer Satisfaction Score (CSAT) to track how satisfied customers are with the service they’ve received.
  • Net Promoter Score (NPS) measures brand loyalty and how likely a customer is to recommend your brand.
  • First Connect Resolution (FCR) to compute how many customer issues are being resolved during the first interaction.
  • The number of resolved issues tell you have many issues resolved in a set period of time.
  • Average Resolution Time (ART) shows you how quickly problems are resolved.

Each of these KPIs provides valuable insights into the effectiveness of your customer service training. By tracking these KPIs, you will be able to use the data to measure improvements and identify problem areas. This gives you the ability to maximize the effectiveness of your customer service training program. Also, you can ensure that your employees provide the best possible service. The eBook The Advanced Guide To Top Your Customer Service Training Game will help you gain insights on developing a customized training plan that integrates blended learning solutions for a lasting experience.

References:

[1] 2017 State Of Global Customer Service Report

[2] Prescription For Cutting Costs

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