Simple Customer Service Support Metrics You Need to Observe

Today, customer service actively impacts every aspect of a business, and it’s what sets towing service businesses way ahead of the competition. Customer service and support touch almost every aspect of a company, be it products, services, marketing, sales, and customers. It is important you have in place metrics to measure your customer service performance and support efforts.

Here are some important metrics you need to have in place to measure the level of customer service you deliver to your customers and prospects.

Average Ticket Count

Your average ticket count measures the average number of customer service or support tickets your team receives. You can measure these metrics daily, weekly or within a span you set. While most tickets can be a confirmation that your customer service system is accessible and working, it is actually an indication that customers are having frequent issues, and that your product or service may be falling short. To improve on your average ticket count, ensure you communicate your customer feedback to your product and marketing teams so that they can have an understanding of what they are dealing with.

Ticket Backlog

Your ticket backlog is a measure of how many unresolved tickets are waiting to be handled by your customer service team. This metric can be measured on a daily or weekly basis. Whatever constitutes the backlog is subjective. However, once you make a decision on your response time as well as resolution time goals, any unresolved tickets that last beyond your benchmarks will be considered backlogged. Speed is one of the most important metrics in customer service and will be critical if you need to provide a positive customer experience.

First Response Time

Your first response time is a measure of how long a member of your customer service team makes a response to a new ticket or inquiry. Essentially, it’s how long a customer has to wait before they are helped. In customer service, speed is not everything, but it will surely provide a positive and enjoyable customer experience. Today, customers expect speedy and effective replies within the shortest time possible. To improve on your first response time, ensure there is nothing holding your team back from opening new tickets and sending initial responses.

First contact resolution rate

The first contact resolution rate is a measure of the rate of tickets that are resolved by your team’s first response to a customer inquiry. This is a very important metric as it’s an indication of how clearly and efficiently your team communicates and how much information you ask your customers to share when they first reach out. Not every business will be eligible for first contact resolution, doesn’t have to apply to every business. This is so especially if a customer makes a mistake and your team has to consult with the product or other teams.

Another important metric you can keep track of is average response time. This metric tracks how long it takes for your customer service team to respond to a conversation after opening a ticket. It measures how quickly your customers are being helped and how quickly each ticket can be resolved.

Talent Acquisition Strategies to Find the Best Employees

Sometimes, it can be quite challenging to find the ideal candidate to fit a simple position such as commercial cleaning services or complex ones such as a full stack developer. For a business to succeed long term, it must be able to hire and retain the best talent. However, it can be a daunting task to fill such positions, and this is the reason businesses should have a talent acquisition strategy in place.

Recruitment is used for the purpose of filling a specific role with qualified candidates and makes it a short term strategy. On the other hand, talent acquisition disregards role vacancies and makes it a long-term human resource strategy, and it’s what is used for attracting highly-qualified candidates. Your pursuit for top talent should not purposely rely on short-term recruitment strategies such as sending linked in messages or attending job fairs. To ensure there are top talent acquisition and retention, you will need to devise a strategic long term talent acquisition plan.

If you want to formulate a working talent acquisition plan, here are a few strategies you can put in place.

Align with your business goals

You need to consider your business goals for the next five years and use those objectives to align your acquisition strategy to meet your needs. While recruitment will tend to place focus on filling vacancies within departments, talent acquisition is more focused on considering how your company is going to expand long-term and finding employees who can help take you there.

Use data and marketing to create acquisition material

You will not create a marketing campaign without data, so why should you go with recruitment without one. Talent acquisition should be treated with as much importance as your marketing campaigns. Convincing people to join your company is not one of the easiest things you will be faced with. There are plenty of different opportunities to use data to strengthen your talent acquisition strategy. You might use data to figure out where your top talent came from and use that vital information to focus on talent acquisition efforts from the places that give you the best results.

Expand outreach strategies

To find better talent, you will need to expand your sourcing strategies. Different skill sets will need different methods of outreach. This means you can find the best marketers at a different place as compared to where you would find the best programmers. Rather than spending all your time on LinkedIn, you need to consider other specialized job boards, networking events, academic programs among other places, where you may find a specific group of talented professionals.

Focus on employer branding

You need to pay focus on employer branding. Employer branding is very important in creating a successful talent acquisition strategy. Talent acquisition managers believe employer branding has a big impact on the ability of businesses to hire remarkable talent. When talented candidates are doing a comparison for companies, they make choice on one with the best value in terms of culture and work-life balance. If you have an impressive employer brand, you will attract better talent and find more long-term success.