Clearly and precisely defined customer service levels, along with quality measurements for calls and written correspondence, help ensure a consistently high standard of customer service. Team-wide and individual employee KPIs make it possible to quickly identify necessary improvements and support a transparent, motivating variable compensation system.
We define and implement KPIs for the customer service team and for individual employees, and create the necessary reporting formats.
We develop quality criteria and a control system for customer service calls and correspondence, and train team leaders and employees in evaluating and improving the quality of calls and correspondence.
We help companies and organizations implement an NPS (Net Promoter Score) customer satisfaction measurement process.
We set up the NPS measurement system.
We also train employees on how to work with customer satisfaction results.