| Running a performance-based customer service will | | | | have will repeat from time to time, so you will be able |
| enable you to generate more leads, understand the | | | | to prepare your support employees to find and |
| requirements of your prospects and finally generate | | | | respond the problem fast. |
| more sales. | | | | There are a lot of web-based solutions that will help to |
| Customer service is not something which will generate | | | | manage customer queries, for instance CRM is not |
| you a sales directly, but customer service is something | | | | only about "relationship", but it will also help to |
| that is really important for any business. Actually, good | | | | streamline the customer support process, giving a full, |
| customer service can generate you a sales as good | | | | precise answers in a timely manner. Having your CRM |
| as a well-trained sales agent does. The question is: | | | | system online will enable you to answer questions |
| how to make a customer serviced that will generate | | | | from all over the word. |
| sales? | | | | But how to manage and control the performance of |
| The answers must focus on measure and control. | | | | call center or customer support center? It's a good |
| One must measure and control the performance of | | | | idea to establish a set of metrics which will help to |
| call center trying to identify potential problems and | | | | identify what parts of your customer service work |
| good solutions, it's important to find and share both - | | | | well and what need to be re-engineered. It sounds |
| good and bad experience, it's important to make a | | | | simple, but collecting metrics of most successful |
| training process perfect, it's important to make the | | | | companies will not help you much, unless you will think |
| control process better than ever, as it's very easy with | | | | about your very business and suggest your own |
| up today technologies. | | | | metrics to work. |
| Let's talk about technical means people have to | | | | When designing metrics to measure and control the |
| access your customer support service. Sometime it's | | | | performance of call center you should carefully divide |
| obvious that it's necessary to use a support phone line, | | | | metrics into these which allow to measure the quality |
| but when it comes to solving serious technical | | | | of the customer service and these which allows to |
| problems, then it's much more convenient to use a | | | | measure the financial impact of customer support |
| email or instant massagers. | | | | quality on your entire business. |
| What is good about email? You always can analyze | | | | For instance, measuring the average response time will |
| the results, it's easy to find a message which was | | | | help to measure the quality of your service. But how |
| discussed last month and find the answer that solved | | | | does your customer service affects your sales? Let's |
| the problem. Also, email is cheaper as you can | | | | measure the number of customers whose issues |
| guaranty a 24 hours response time without keeping | | | | were resolved successfully, let's measure the number |
| your employees in office at night. | | | | of customers who leaved or stayed with your |
| What about phone? Today it can be really cheap with | | | | company after the problem appeared. |
| VoIP technologies. The trust is that most | | | | Running a customer service which bases on |
| service-oriented businesses must use the phone | | | | performance and control procedures, might generate |
| support, as people are willing to call rather than write | | | | you more leads and sales, just because of you will |
| by email. The good news is that questions you will | | | | know what your customers what from your business. |