10 KPIs Social Contact Centre - Simplify360

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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]

Technology Business

Why Simplify360?

10 KPIs
of Social Contact Centre

#1 The Response Rate

It matters if you are responding to the maximum complaints possible.
Ideally, it has to be 100%.

www.simplify360.com

#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

#3 Case Closure Rate

All cases need to be closed. Details for closure need to be
stored for future reference.

www.simplify360.com

#4 Best Performing Executive

Absolutely important to find and reward the best performers.
www.simplify360.com

#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

#6 Average Complaints Per Day

Extremely important for next quarter resource planning.

www.simplify360.com

#7 Daily, Weekly and Monthly
Trend of Complaints

Top priority findings need to be identified and managed accordingly.

www.simplify360.com

#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

#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

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

10 KPIs Social Contact Centre - Simplify360

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10 KPIs Social Contact Centre - Simplify360

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

10 KPIs Social Contact Centre - Simplify360

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