It will be difficult to know whether the efforts made have been sufficient without carrying out an evaluation. The analysis carried out on the assistance center through the technical hotline KPIs thus makes it possible to know the impact of the organizations put in place. But it will above all be used to identify the flaws that may be found there and that may harm customer satisfaction. country email list
These flaws can come from a lack of organization or a lack of skills. To find out, we use technical hotline KPIs that allow us to analyze the activity through different angles. We can focus on the waiting time as well as the first call resolution rate, which already relate to two different aspects.
The importance of this assessment is therefore to be able to provide corrective measures in order to constantly improve the customer experience. The objective is to limit dissatisfaction and customer loss.When we talk about evaluating the performance of a technical support center, we can quickly end up with a long list of KPIs. But how can we find our way among so many indicators? By trying to use several, we risk losing the relevance of the analysis and drowning in a volume of data that, ultimately, would have been of little use. So, which one should we prioritize?
To be sure to have the essentials, no more and no less, you have to make sure that the analysis covers two dimensions. On the one hand, you have to evaluate the performance and productivity of the support technicians: are they able to achieve the objectives assigned to them? On the other hand, you also have to look at customer satisfaction: are customers satisfied with their interactions with the technical support service?
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