Customers are the life blood of all businesses. Being able to respond quickly to customer’s needs is critical to a business’ success. Many organizations invest heavily to set up a Customer Response Center (CRC), typically manned 24×7, to ensure that their customers can call in anytime to get assistance.
Dashboards are must-haves in any CRC to track and measure how well incoming customer’s calls are handled. Among the most important KPIs tracked by a CRC Dashboard are:
- Number of incoming calls
- Number of calls answered by a CRC agent vs Number of calls not picked up and consequently abandoned (i.e. measures availability)
- How long must a customer stays online before his call gets answered by a CRC agent (i.e. measures service level)?
- How satisfied is customer that his needs get met during the call (i.e. measures customer’s satisfaction)?
Here’s a simple design of CRC Dashboard. The Dashboard is designed to be interactive. The spinner button (located at top right hand corner) allows the user to choose the current week and the previous last 12 weeks of CRC’s performance.
To find out more about Dashboard, sign up for our talk on “Essential Communications with Dashboards” at NUSS Kent Ridge Guild House on 17 March 2016 (Thursday) 7 pm to 9 pm. For more details, check this post.