Ch 2: Types of Customer Service Metrics

About This Chapter

There are numerous types of customer service metrics your company can use to measure customer satisfaction. The lessons in this chapter can help your employees explore quality metrics, call center metrics, product development metrics and more.

Types of Customer Service Metrics - Chapter Summary

Your employees can review short lessons to learn more about a wide variety of customer service metrics. This chapter teaches the following:

  • The definition of quality metrics in customer service
  • How financial and operational metrics are used
  • The meaning and uses of representative activity and team efficiency metrics
  • Call center performance and churn prevention metrics
  • Uses of product development metrics

The lessons can enhance your corporate training sessions by helping you prompt discussions with your employees on the types and uses of customer service metrics. You can quiz their comprehension with short quizzes and a chapter exam.

How It Helps

  • Builds awareness: The lessons introduce employees to metrics options which can help them choose the best option for their project based on your company's goals and customer service data needs.
  • Addresses numerous types of metrics: Employees learn to access information about metrics that address everything from gross margin and response rates to hold time and customer loyalty.
  • Provides clear examples: Since metrics can serve vastly different purposes, the lessons provide clear examples that help employees understand which metrics will meet your company's needs and improve customer satisfaction.

Skills Covered

Upon completion of this chapter, employees will be prepared to:

  • Discuss various types of quality and financial metrics
  • Explain how operational metrics can be used to improve customer service efforts
  • Describe representative activity and team efficiency metrics and their uses
  • Share the importance of measuring effectiveness and efficiency in call centers
  • Identify types of customer service metrics used in call centers
  • Define chrun metrics and discuss their uses
  • Analyze the uses and benefits of product development metrics

8 Lessons in Chapter 2: Types of Customer Service Metrics
Test your knowledge with a 30-question chapter practice test
Quality Metrics in Customer Service

1. Quality Metrics in Customer Service

Quality metrics are an important component of customer service metrics. This lesson defines quality metrics and provides several examples of how a company can evaluate the quality of their customer service programs or processes.

Financial Metrics & Customer Service

2. Financial Metrics & Customer Service

It is important to look at many different metrics when dealing with customer service, including financial metrics. This lesson will take a look at common financial metrics used in customer service.

Operational Metrics & Customer Service

3. Operational Metrics & Customer Service

There are many areas of customer service that need to be measured, including operational functions. This lesson explores examples of operational metrics and explains how they can be used in customer service.

Representative Activity & Team Efficiency Metrics in Customer Service

4. Representative Activity & Team Efficiency Metrics in Customer Service

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.

Metrics for Analyzing Call Center Performance

5. Metrics for Analyzing Call Center Performance

This lesson will describe the importance of measuring call center performance. Will will also define several call center metrics for evaluating a call center's performance.

Churn Prevention Metrics for Customer Service

6. Churn Prevention Metrics for Customer Service

Churning, or losing customers, means that your business loses money. This lesson will introduce you to important churn prevention metrics that will help you to stay informed about your customers and keep them coming back!

Product Development Metrics & Customer Service

7. Product Development Metrics & Customer Service

Product development metrics based on customer service feedback are most valuable tools. This lesson will discuss ways to use customer service metrics to help with product development metrics.

Practical Application: Types of Customer Service Metrics Infographic

8. Practical Application: Types of Customer Service Metrics Infographic

Understanding how customer service initiatives are working is key to making sure that your company is building a good relationship with its customers. This infographic takes you through the types of customer service metrics used to evaluate initiatives.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
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Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
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Other Chapters

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