Minimum average time to resolve the issue
Whichever communication channel whatsapp number canada consumers decide to use, they always expect fast interaction with the support service. The company's task is not only to respond promptly, but also to solve customer problems.
Minimum average time to resolve the issue
You can evaluate the speed of solving consumer problems using the average time to resolve a question ( Art) , which makes it possible to determine how much time it will take an employee to close a request:
Average resolution time = (Total resolution time for all tickets solved / Number of tickets solved) * 100
However, it is important to understand that there may not be an ideal indicator; it is best to track it over a certain period, and then segment it by the type of question the consumer addressed. After several months, it becomes clear how much time is spent on solving a particular problem.
Operator occupancy rate 75-80%
While customer support staff can handle incoming requests quickly and correctly, they should not be overloaded either. If apathetic operators communicate with customers, there is a high probability of a negative interaction, as a result of which most consumers will go to competitors. Using such a metric as load (occupancy), you can determine the degree of employee burnout by measuring how hard they work. The figure includes the time that the operator spends interacting with the consumer and subsequent tasks after the end of the session:
Occupancy = (Total time handling inquiries / Total time logged in) * 100
If the employment rate is more than 85%, this indicates that it is necessary to improve labor efficiency or hire additional specialists.
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High sales closure rate (additional and cross-sales)
Although technical support is not a sales channel, it may well encourage a client to expand their current order or buy another product. About half of business owners, or 47% to be exact, claim that it is with the help of operators that they can increase cross-selling rates.
For example, a potential buyer calls the support service to find out information about the bikes he has his eye on. When buying one of them, the employee may offer to buy a helmet as well. The efficiency of the work can also be determined by tracking the percentage of closed sales per number of requests processed by support per month:
Monthly close rate = (Number of closed upsells and cross-sells / Number of tickets) * 100
It should be noted that some customer service representatives are better at cross-selling and upselling than others. You could offer to listen to recordings of their interactions with customers to less successful agents and see if this can improve the monthly metric.