How can you measure customer service performance for remote teams?

Customer service metrics are the units of measuring the state of your customer’s happiness levels, which in turn indicates if your customers will buy more, respond well to, and advocate for your brand. The top customer service metrics you should measure are: 1. Customer Satisfaction (CSAT) 2. Customer Effort Score (CES) 3. Net Promoter Score (NPS) 4. Social media metrics 5. Customer churn 6. First response time 7. Overall resolution rate 8. First contact resolution rate 9. Customer ticket request volume 10. Average ticket handling time

I've always had a problem with customer surveys, and that's that if it's less than a 5 (or a 10, or whatever the highest the metric allows) it's an automatic failure. No one tells the customer this, and you (the salesperson) are told you're not allowed to relay this to your customer. So you get a 4/5 on something because "nobody's pefect" and you're hosed. It would seem to me that these surveys are nothing more than a way for a manufacturer or business to keep money out of someone's pocket. If a customer had an issue, a serious issue, they would be more than happy to contact the manufacturer or dealer it was purchased from.

Measurable depends upon the nature of the work involved The first measurable should be to the department, whether the employee has been adequately trained to handle the remote location . This is a direct reflection of how the regions are performing. Region specific goals to be given Rather than measuring on the productivity on certain KPI for the employee,focusing around profitability . The parameter should be on how has he able to retain his customer base and maintain their satisfactory levels . Innovation in region specific needs of the customer which are viable & practical Brand recall of the organisation in the region is directly proportional to the vintage and involvement of the employees

This can be done by having pre agreed key performance indicators in place. This should help with tracking of job related deliverables on a daily, weekly, monthly or quarterly basis. The remote team members also need to fully understand these KPIs as well as how failure to meet them could affect the staff or the team and even the clients or customers.

1. Key Performance Indicators (KPIs): Establish clear KPIs to track performance, such as response time, resolution time, customer satisfaction scores (CSAT), Net Promoter Score (NPS), and customer effort score (CES). Regularly monitor these metrics to gauge team performance. 2. Quality Assurance: Implement a quality assurance program that includes monitoring customer interactions (calls, emails, chat) for compliance with service standards, accuracy, and professionalism. Provide feedback and coaching to remote team members.

Below are the points to see the best tools and platforms according to me. # Ticketing system/help desk. # Knowledge base. # Community forums. # Incident management. # Video and image capture software. Video hosting. # Bug reporting. # Presentation tools.

3. Workforce Management Tools: Utilize workforce management software to monitor agent activity, scheduling, and adherence to service level agreements (SLAs). This helps ensure that remote agents are meeting performance expectations. 4. Customer Feedback: Collect feedback from customers through post-interaction surveys, social media, or direct communication channels. Analyze customer feedback to identify areas of improvement and assess overall satisfaction. 5. Ticketing and CRM Systems: Use ticketing and customer relationship management (CRM) systems to track and manage customer inquiries. These systems provide data on resolution times, escalations, and customer history.

Some of the tools I find that are the most helpful to teams are: 1. A comprehensive knowledge base 2. Access to real time assistance when needed 3. Consistent ticket handling

The tools used for tracking, training and communication of remote teams are critical to their success. No one wants to have to log into multiple tools for different parts of their jobs, and still not have everything captured that is needed to understand the client or situation. A single place to go to see everything you need without having to call and ask someone. A way for people to see their work flow for the day, for managers to track progress on their teams without micromanaging and report to their leaders team success in a form they can consume is needed for true success.

6. Performance Analytics: Analyze performance data to identify trends, patterns, and areas that may require attention. Focus on factors like response times, issue resolution rates, and customer retention rates. 7. Team Communication: Ensure effective communication within the remote team. Use collaboration tools, video conferencing, and regular team meetings to foster communication, share best practices, and address challenges. 8. Training and Development: Invest in ongoing training and development for remote team members. Provide resources and opportunities for skill improvement and stay up to date with industry best practices.

9. Service Level Agreements (SLAs): Define and communicate clear SLAs to remote team members. Ensure they understand their performance goals and objectives. 10. Benchmarking: Compare the performance of your remote customer service team against industry benchmarks to identify areas where you may need improvement. 11. Remote Work Tools: Utilize remote work tools that provide insights into agent productivity, such as screen recording, keystroke monitoring, and activity tracking, while ensuring privacy and data security.

The top customer service metrics you should measure are: Customer Satisfaction (CSAT) Customer Effort Score (CES) Net Promoter Score (NPS) Social media metrics. Customer churn. First response time. Overall resolution rate. First contact resolution rate.

some of the most important customer service KPIs that you can use to measure your remote team’s performance are: Ticketing method - tickets received /handled per hour vs. tickets resolved per hour. First contact resolution rate (FCR): This is the percentage of customer inquiries or issues that are resolved in the first interaction with your customer service team Resolution time (RT): This is the time it takes for your customer service team to solve a customer inquiry or issue

In my experience it is important to periodically contact customers directly and ask how they like the way your employee deals with them.

12. Employee Engagement: Monitor employee engagement and satisfaction among remote team members. High engagement often leads to improved customer service. 13. Continuous Improvement: Encourage a culture of continuous improvement. Regularly review processes, listen to employee suggestions, and make necessary adjustments to enhance customer service quality.

-In my experience a follow up email with a scale of performance of the representative, not too lengthy. Also a recommendation box for the customer to write out what they think would improve their experience with us. Tracking the clients willingness at the end of the call to take action regarding rating their experience. If the employee has excellent customer service, a quick call to action on the part of the customer reinforces why they work with us and provides real time potential improvements we can make as a company. Track responses scores and the willingness of the client to complete it, as well as how quickly they complete it after the call.

I believe measuring your success is instrumental to succeed. One of my mentors a long time ago said, you can have great people, but if you have poor processes you’re going to most likely fail. If you have great processes but hire the wrong people you most likely will fail. What he left out is how do you know if it is processes or people. It is about accountability. KPI’s (Key Performance Indexes) should be used in every business regardless if it is onsite or remote. Without measuring you and your team’s performance, you will never know if it is people or processes or both. KPI’s provide the accountability you need to be successful.

In my experience, a disengaged team is an ineffective team both, in the office and those working remotely. Does everybody feel seen, heard and included? Are remote employees invited to be a part of company-culture to the extent they can? Are team members invisible until they do something wrong? Is there development and a path for growth available to everyone? Are the available opportunities only given to those in the office? You get the point. These questions are rhetorical, but in my experience the best leaders look inward for answers before looking outward. A great employee can be turned into a mediocre employee with relatively little effort. Likewise, I have seen greatness come from people who were completely written off by someone else.