Forums
Customer Service Employee Metrics
Recruiting & Staffing
Customer Service Employee Metrics
Exchange ideas about sourcing, screening, interviewing, finding passive candidates, measuring your results, and more.
I'm a graduate student in I-O interested in how companies evaluate and track the customer service behaviors of their employees. What metrics/numbers do companies typically consider? Do these metrics d
0
Cat:Topic ForumsForum:ForumId56
Cat:Topic ForumsForum:ForumId56Discussion:DiscussionId36054
Forums » Topic Forums » Recruiting & Staffing » Customer Service Employee Metrics
|
Customer Service Employee Metrics
posted at 8/14/2009 5:43 AM EDT
|
Posts: 1
First: 8/14/2009 Last: 8/14/2009 |
I'm a graduate student in I-O interested in how companies evaluate and track the customer service behaviors of their employees. What metrics/numbers do companies typically consider? Do these metrics differ markedly across industries? |
|
|
Customer Service Employee Metrics
posted at 9/24/2009 7:20 AM EDT
|
|
Posts: 1
First: 9/24/2009 Last: 9/24/2009 |
Hello,
You pose some great questions here. Measuring a behavior is a difficult task as a behavior is not a quantifiable measurable on its face. Not to say you should dismiss the importance of behavior, but you have to measure it on the subjective scale of the most important beholder, that being your customers. You could also look at the bottom line (revenue) and compare the behaviors of individual employees to the amount of sales, profit, etc. After comparison with other employees, you can start to determine which employees behaviors are most important to your client base. After that has been determined you could standardize and create a standard operating procedure (SOP) in which all employees must follow to obtain the best results. In attempt to quantify behavior, surveying customers would be an adequate method. That way you have numbers to log and track at which you have statistical proof to make improvements. Instead of "show me the money," you should be "showing me the numbers." Process improvement is at the heart of tracking anything in business, including behavior. How can we improve the behavior of our employees to produce better experiences for our customers? The first question you should be asking is "Do our customers want us to improve employee behavior?" If your customers are more than happy with the service and behavior of your employees, then process improvement in that area is not needed. Of course, to determine this, you first need a measurement method, and I would say surveying customers is the way to go. All industries captue the voice of the customer is some fashion. If you tailor your survey to include behaviors of employees, you will get back some useful information. I hope this helps, Dave |
|
|
Customer Service Employee Metrics
posted at 9/24/2009 9:21 AM EDT
|
|
Posts: 1
First: 9/24/2009 Last: 9/24/2009 |
cmreddock,
Agreed with the previous comment that this is a difficult area but will cut to the chase for you with some quick answers. First, there is a significant body of work out there on the link between employee engagement, customer experience (read customer service level), and revenue as well as profit impact of what has been coined the employee-customer-profit chain. The majority of the work has been done in retail where it is possible to measure individual stores and compare store level and in some cases individual employee engagement scores to customer satisfaction scores and then look at the highest scoring stores and do statistical analysis to identify what the sales and profit impact of engagement differences are at these "more engaged" stores. Very large retail organizations have done this work but it seems to also hold true in call centers and other customer facing job roles as well. Cheers, jeff |
Forums » Topic Forums » Recruiting & Staffing » Customer Service Employee Metrics
