Depending on the company's goals and values, the guidelines and standards for customer service change. However, eight of them are fundamental, and most teams focus on them in their work.
Minimum average time to resolve the issue
Whichever communication channel consumers decide to use, they always expect quick 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 amazon database 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.