Compliance with the established rules must be monitored. There are various methods for this, both obvious and hidden: video and audio surveillance, wiretapping, mystery shopping, reports, KPI (key performance indicators).
You can also:
analyze company statistics (sales plan, conversion, web analytics), which will give an objective picture and identify problem areas;
Conduct regular customer surveys to obtain feedback from customers;
view the history of chats in social networks, user dialogues with chatbots.
Explain to your team your jamaica email list system for assessing the level of compliance with standards
Control allows you to analyze. The level of standards fulfillment is calculated in numbers, percentages. You will see how much the company's real level of customer service corresponds to the indicators you are striving for. Set yourself ever higher goals.
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Alexander Kuleshov
Alexander Kuleshov
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Today we will share with you 6 of the most valuable documents that we have developed for our clients.
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Step-by-step guide to creating marketing KPIs
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How to make KPI for the sales department so that profits grow by 20% or more?
Step-by-step template for calculating KPIs for OP managers
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How to check the quality of the current customer service in the company
The main goal and objective of customer service is to ensure that the buyer does not encounter obstacles and difficulties on their way. To make this a reality, you should analyze your work with customer service using the balanced scorecard (BSC).
It has several levels:
The financial level is the marketing and commercial performance indicators of the company.
Client level – indicators reflect the quality of the sales office, its pedestrian accessibility, the presence of queues, satisfaction with the work of the website, online resources (UX and UI).
Operational level – these indicators characterize business processes, IT infrastructure, and information flows of the company.
Growth and learning – indicators reflect the quality of communication with employees and characterize the company culture.
Let's look at what exactly the quality control of customer service at each level of the BSC consists of.
Financial level
Here they determine how the quality of service affects sales efficiency and business development. To do this, they calculate all the metrics that are important for generating profit and identify those that are declining.
Sources of financial resources of the enterprise
Source: shutterstock.com
Typically, customer service issues result in gaps in conversion rates, churn rates, average order value, repeat purchases, and customer acquisition costs.