Task 3

Manage quality customer service

BSBCUS501

A KPI’s set of Innovative Widgets customer service representatives

KPI Responsible status

person
1) Complaints taking care of 91,80 %
time:
I) For a little deficient
committal up to 24 hours

II) For a substantial

inadequate committal up to
72 hours

III) For data about

request (following,
conveyance date) up to 24
hours

IV) For data about sum

and gauge conveyance up
to 48 hours

V) Unspecified up to 48
hours

VI) A extremely
muddled request and issues
up to 72 hours
2) Ability to adapt to no less 86,54 %
than 12 calls/messages
averagely every day
3) The normal answer time the 98,99 %
calls up to 4.5 minutes
4) Achieving all things 78,00 %
considered 85% tasteful
client benefit as indicated
by CS poll
5) Receiving back and 89,99 %
following up 90% of sent
polls
6) Customer Retention Rate 99,99 %
75% of present clients
7) Searching, recognizable 90,00 %
proof and arranging client
issues twice every year - to
accomplish enhancing in
the most noteworthy issue
region by 5%

8) Recording all clients detail 78,88 %

to CRM framework, each
issue got by 3 working days
subsequent to illuminating

Innovative Widgets Plan of monitoring CS department’s

performance
Once a year:
• An assessment of
financial's outcomes - turnover, assessment of poll from clients
deals, benefit, number of
clients, maintenance
• An assessment of
maintainability of CSR
framework and containing
information - substance, length
of tackling grumblings by and
large
• sold things – grumblings
proportion
Twice a year:
• Sending, getting and
• Performance
administration meeting with CS
director and HR chief
(vision,mission, comes about,
Achieved objectives, KPIs)
• Forecasting and criticism
with inward clients - arranging
participation, technique
• Follow up with existing
clients

Monitoring of performance will be conducted in four consecutive

steps:

1 Planning for the year ahead;

During the planning stage of the performance management
process, the employer and employee should agree on expectations
and goals for the year ahead, including performance measures and
how the employer will monitor performance. Right from the start,
the employee is clear about what the employer is looking for and
what information is being used to measure their performance.

2 Monitoring and measuring the employee’s performance;

Recognising and rewarding great performance
Identifying any issues and problems and dealing with them as they
arise
Managing poor performance
Rating the employee’s performance during the formal performance
review

3 Providing regular feedback – both positive and corrective;

Feedback from others on the farm is very helpful, especially if you
are not working alongside the employee. If you receive positive
feedback about your employee, take the time to pass this on. If
you receive negative feedback, you need to decide how to best
manage this and a lot depends on the particular circumstances

4 Coaching and training;

Monthly catch-ups and frequent “10 minute chats” provide an
opportunity to find out what’s happening for the employee – what
they’re working on, stock updates, machinery repairs, what’s
going well, anything they are behind on etc.
Innovative Widgets questionnaire

1. How long have you been Innovative Widgets client?

2. Overall, how satisfied are you with your experience?

□ Very satisfied
□ Satisfied
□ Neutral
□ Dissatisfied
□ Very Dissatisfied
3. Would you share your reasons why?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_________

4. Please rate the following areas of our service

Very
  Excellent Satisfied Neutral Dissatisfied
dissatisfied

Customer service

Quality of work

Pricing / Value

Professionalism

Ability to meet
needs

5. Will you likely use our services again? (optional)

□ Yes
□ No
□ Not sure
If not, why not?

___________________________________________________________________________
_____________________________________________________________________

6. Would you recommend us to a colleague or friend?

 □ Yes
□ No
□ Not sure

7. Do you have any additional feedback or any other suggestions for improving our services?
_______________________________________________________________________________
_______________________________________________________________________

Customer service department’s report :

Accepting a criticism from clients in regards to survey and some annually

gatherings with the most imperative and greatest client, I need to total up
following circumstance and issues should be solved:

Number of requests closed per user

The “number of requests closed per user” report provides an overview of

how many requests each support agent is closing. We have to measure
the performance of individual customer service agents, allowing you to
identify how productive each agent is and how many requests they are
able to handle.

Average response time

According to questionnaire, 82% of customers say the number one factor

to great customer service is having their issues resolved quickly. This is
why it’s important to measure how long it takes you to respond to a
customer!

However, based on research from our customer service report, the

average response time is an appalling 5 minutes.

Number of messages per owner

Customers don’t enjoy endless back and forth messages with customer
service departments and prefer to have their issues handled by an agent
who has all the right information, asks all the right questions and gives
accurate answers, within the first reply.
Average handle time

The “average time to reply” report shows us how long it takes to handle a
customer request. As well as response time, average handle time is
essential to achieving best in class customer service. Our customers not
only expect to get a response quickly, but they also want their issues
handled quickly.

When there’s so much data available, it’s easy to spend time reading the
wrong reports.

And there’s no use in getting bogged down in data without knowing what
to actually do with it. The reason we are reviewing this data is so we can
make better decisions, improve our processes and understand how our
team is performing.

By using these customer service reports, we can keep track of trends,

employee productivity and customer satisfaction, all of which have a
significant impact on your bottom line.

Regarding to problems and issues we had in our company, we have to

more communicate with our employees. We need to avoid problems,
language barriers and find the best ways how to improve advantages of
our employees. Our clients need to feel that our company is here for them
and ready to serve. We cannot do the same mistakes but we have to teach
from them.

RECOMMENDATIONS:

1.New representatives must be prepared completely and be furnished

with enough data and aptitudes how to manage clients as per approach
and methodology of the organization. To help the outcome, it would
make an interior little working bunch to accomplish a supporting and
free, informal training between inside representatives

2. Observing aptitudes workers and arranging for an alternate method

for correspondence (up close and personal gatherings with clients,
telephone calls, messages and fax issues): a task various key clients to
every representative to make an individual administration and
coordinating client's needs (understanding, responsiveness, sympathy)
Procuring apparatuses, preparing and overseeing information - following
requests inside the organization/outside by conveyance, alter a CSR
(Corporate social duty) to more easy to use - simple record-continuing,
hunting down data, following, chronicling, exploring

3. Maintain association with clients: yearly gatherings, bolster,

underlining of organization, guaging, assessing

Previously mentioned suggestion should accomplish enhancing the

nature of CS, wide-spreading data through the organization which will
prompt better data, adaptability and arranging. Guaging and individual
correspondence with clients ought to keep away from disappointments
underway and conveyance: as a team with all offices clients ought to
get better administration and better nature of items and as far as
grumblings and issues to be fathomed faster data and a more extensive
assortment of answer for browse.

Fulfilled clients will return with their request and will develop a decent
notoriety by listening in on others' conversations through the market.
With a gigantic advantage - the just a single Australian maker of gadgets
would those activities help to reach finish of raising deals and turnover.