Getting the Right Ingredients

 

Balanced scorecards for Customer Service provide the right ingredients for successful companies.

Too many times we see Grade of Service (% of calls answered in 30 Sec) as a leading measure of Customer Service. This is an incredibly misleading indicator of and rarely has any link to the provision of great customer service. In fact it can do the exact opposite and force agents to provide poor service in order to get to the next call faster.

So what is a balanced scorecard for Customer Service? Essentially it covers all those elements that if measured correctly makes sure you provide a great experience. Here are the main areas and some of the measures we have seen.

 

 

1. Operations a. First call resolution b. Speed of Answer c. Abandonment Rate d. Benchmarked performance	2. Financial a. Cost per transaction b. Cost per Agent per hour c. Cost of new Agent
3. Employee a. Employee satisfaction b. Training c. Monitoring and Coaching d. Staff turnover e. Absenteeism	4. Customer a. Customer Satisfaction b. Ease of Contact c. Mystery shopping     performance

 

 

Getting these right is critical to helping you get a customer centric organisation. It really is a journey and you will be amazed how it develops in a short space of time to being a useful tool for all staff to understand and get involved. Most importantly, it works!

All too often companies say it is too hard and go for the easy measure like Grade of Service; Implemented correctly and with the right senior management support a balance scorecard can provide an effective way to measure great customer service.

 

 

 

Click HERE to see a sample monthly dashboard.
 

To find out more about this, you can contact us by phone (1800 358 081), email or online