Key Customer Service Outsourcing Metrics
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. (HubSpot)
In order to maintain excellent customer service outsourcing providers need quantifiable measures of customer service and customer experience.
Utilize both historical data and real-time data from agents and customers in reviewing of ongoing performance and looking at how to improve business processes. Here are some key customer service outsourcing metrics:
Net Promoter Scores (NPS)
A common customer service outsourcing metric is the Net Promoter Score. This is also a measure of customer experience that is focused on measuring customer loyalty and satisfaction.
The goal of a NPS is to address how likely would a customer recommend the product or service to your friend or colleague. It is measured on a scale of 1 to 10 with values 9-10 as Net Promoter scores marked “Highly Likely”, 7-8 as ‘Passive, and 0-6 as Net detractor scores or “Not at all likely to Neutral”. NPS is then calculated by subtracting the % of Detractors, from the % of Promoters.
There is great value in having a high Net Promoter Score.
in 2005, the London School of Economics discovered a correlation between NPS increase and revenue growth. According to them, an average NPS increase by 7 points correlates with a 1% growth in revenue.
An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. (Bain & Company)
Customer Satisfaction Score
Customer Satisfaction (CSAT) is a measure of customer experience that illustrates how satisfied a customer is with product offers, services, and customer service. To determine the Customer Satisfaction Score, businesses conduct a customer satisfaction survey delivered from a preferred customer communication channels. The survey usually has a scale with the following choices:
- Very Satisfied
- Satisfied
- Neutral
- Not Satisfied
- Very Unsatisfied
Although CSAT scores are quantitative, this measure is quite subjective In gauging customers’ thoughts as satisfaction may vary from person to person.
Average Handling Time
Customer Service Outsourcing providers aim to cater to the demands of customers. Speed and responsiveness are factors of efficient customer service. Average Handling Time is a measure of the length of time it takes for a customer service outsourcing agent to handle a transaction from start to finish.
Tracking the average handling time per agent is essential to ensure that they respond the customer calls and more importantly, address the customer’s concerns. The aim is to reduce average handling times yet be able to provide excellent customer satisfaction and customer service.
Calls Handled
Most providers need to meet call quotas. This metric shows the volume of calls an agent has made in a particular timeframe. Calls Handled are usually presented in bar graphs to have a better illustration of the agents’ performance.
There are countless customer service outsourcing metrics, however these can help you get started.
Connext Global Solutions provides Excellent Customer Service Outsourcing Solutions
Connext is your customer service outsourcing partner that provides custom offshore staffing and process solutions to improve the productivity, cycle time, accuracy, and scalability.
At Connext, we believe in our people and our leaders. Part of our service is giving our clients access to the best trained and most experienced service delivery managers in the entire business process outsourcing industry. Connext is building industry best client experience through its commitment to management philosophy and leadership development at all levels. We understand the clients’ need to rapidly scale operations in today’s dynamic business landscape. Clients start their own offshore (captive) teams with the scalable options to start we allow clients to start at any size and scale as they see fit.
Clients get the excellent custom outsourcing staffing and process solution at a much lower cost. There is a 60% reduction in the client’s average cost through outsourcing services via Connext. The company provides 24/7 support to clients and their dedicated offshore teams.
Outsource with Connext today.
