Representative Activity & Team Efficiency Metrics in Customer Service

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  • 0:03 Service With a Smile
  • 0:56 What Are Customer…
  • 1:40 Representative Activity
  • 3:36 Team Efficiency
  • 5:12 Lesson Summary
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Lesson Transcript
Instructor: Beth Hendricks

Beth holds a master's degree in integrated marketing communications, and has worked in journalism and marketing throughout her career.

Customer service metrics can measure satisfaction as well as employee and team performance. In this lesson, you'll learn more about rep activity and team efficiency metrics in customer service.

Service With a Smile

Imagine you've been out to eat at a nice restaurant with family for your birthday. The atmosphere, food, and experience have been great, and the service has been exceptional. When it comes time to pay your bill, you leave a nice tip for the waiter as a thank you for delivering quality service to your table all evening long.

While a great tip for a waiter might be one indicator of how they performed, the restaurant itself probably has its own method of determining how efficient the wait staff is. They might include looking at things such as the amount of time it took to take your order or how long it took for the waiter to deliver your food to your table. Customer service in any profession is much the same way, with certain numbers and statistics that can be checked to determine overall performance. Let's take a look at customer service metrics at work.

What Are Customer Service Metrics?

While customer satisfaction is a pretty good indicator that your business is doing something right, there are other metrics that can be tapped to offer a broader picture of how well your customer service is performing. A metric in any business is a 'quantifiable measure used to track and assess the status of a specific business process.'

E-commerce stores have metrics that reveal trends in online shopping. Marketing programs have metrics to measure the success of various advertising campaigns. Likewise, customer service has its own set of metrics for evaluating processes and strategies. This lesson deals with two popular categories of metrics customer service programs might track.

Representative Activity

As a customer service manager or business owner, you know that your business becomes better with people. That means looking at and analyzing the performance of individual sales representatives with rep activity metrics. Tracking individual activities and performances can help you identify leaders as well as weak areas that need extra attention.

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