Your SlideShare is downloading. ×

10 KPIs Social Contact Centre - Simplify360

7,051

Published on

The 10 KPIs are; …

The 10 KPIs are;

#1 The Response Rate

#2 The Response Time

#3 Case Closure Rate

#4 Best Performing Executive

#5 Top Complaint Sources

#6 Average Complaints Per Day

#7 Daily, Weekly and Monthly Trend of Complaints

#8 Escalation Rate and Details

#9 Top Problem Areas

#10 Brand Opinion [Trend and Overall]

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
7,051
On Slideshare
0
From Embeds
0
Number of Embeds
11
Actions
Shares
0
Downloads
31
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Why Simplify360? 10 KPIs of Social Contact Centre
  • 2. #1 The Response Rate It matters if you are responding to the maximum complaints possible. Ideally, it has to be 100%. www.simplify360.com
  • 3. #2 The Response Time Response time for good companies need to be less than an hour. Best if done within 15 min. www.simplify360.com
  • 4. #3 Case Closure Rate All cases need to be closed. Details for closure need to be stored for future reference. www.simplify360.com
  • 5. #4 Best Performing Executive Absolutely important to find and reward the best performers. www.simplify360.com
  • 6. #5 Top Complaint Sources Need to know the most important channel for the company, and priorities and trainings need to happen accordingly. Telecom companies may have more complaints in Twitter but pharma companies are likely to have more in Medical forums. Need to understand and monitor this closely. www.simplify360.com
  • 7. #6 Average Complaints Per Day Extremely important for next quarter resource planning. www.simplify360.com
  • 8. #7 Daily, Weekly and Monthly Trend of Complaints Top priority findings need to be identified and managed accordingly. www.simplify360.com
  • 9. #8 Escalation Rate and Details This gives an insight on how to prepare for a mix of Social Media Service Executives, Team Leads and Managers. www.simplify360.com
  • 10. #9 Top Problem Areas This gives insights where the training needs to happen; also prepare the help text for the Social Media Service Agents. www.simplify360.com
  • 11. #10 Brand Opinion [Trend and Overall] Extremely important to show performance on monthly and quarterly reports. www.simplify360.com
  • 12. Image References: 1. http://spearmarketing.com/blog/wp-content/uploads/2010/10/response-rate1.jpg 2. http://www.advancedrestoration.com/Portals/55289/images/Disaster%20and%20E mergency%20Response%20Time%20Long%20Island%20New%20York%20Cityresized-600.jpg 3. http://www.mastershield.com/wpcontent/uploads/2013/01/hand_pointing_out_of_phone_800_wht_9774270x300.png 4. http://info.communispond.com/Portals/159268/images/dv1221059.jpg 5. http://amiadini.com/SmartClosure/index_clip_image002.jpg 6. http://ccma.ie/blog/wp-content/uploads/2013/05/how-to-turn-a-complaints-intogood-pr.jpg 7. http://oconnorpartners.files.wordpress.com/2010/12/identify-the-problem.jpg 8. http://imamsalim.com/blog/wp-content/uploads/2012/12/opinion.gif 9. http://www.polisnetwork.eu/uploads/Logos/DoTheRightMix_logo-RGB_-_small.gif 10. http://www.websitemagazine.com/images/blog/trends.jpg Image Source: LINK TO THE IMAGE www.simplify360.com
  • 13. THANK YOU CONNECT WITH US

×