Customer Service KPI Encyclopedia
This document defines over 100 Customer Service Department KPIs, including metric definitions for Account Management, Customer Incentives & Rewards, Technical & Product Support and more. These KPIs are further categorized into seven major groups: cost, productivity, revenue, organizational, quality, service and volume. Purchase this document today to identify and begin measuring the right Customer Service metrics.
How many metric, or KPI definitions, are included in this download? For which areas?
This reference-style document includes over 100 customer service KPI, or metric, definitions. The following common customer service department sub-functions are covered in this KPI Encyclopedia:
- Customer Service (Department-wide)
- Account Management
- Customer Incentives & Rewards
- Incident Management
- Returns & Warranty
- Technical & Product Support
Download a Sample Customer Service KPI Encyclopedia
Frequently Asked Questions
Q: How do you create your KPI Encyclopedias?
A: From 25 years of doing this for the Fortune 500. We’ve worked with hundreds of leading enterprises to select, define, and measure the right metrics. We have this data—anonymized, of course—in a proprietary database that we continue to grow and update every day. We combine that data with original research to produce must-have KPI Encyclopedias for easy, inexpensive download.
Q: How can your KPI Encyclopedias help me and my business?
A: They equip you to become a lean, mean, data-driven organization. Our KPI Encyclopedias clearly organize and define essential performance metrics for various functions and industries. When you select the right KPIs to track, you’ve taken the first step toward leveraging data with a real payoff.
Q: What’s in the box when I buy one?
A: You’ll get a PDF, ready for immediate download. Simple as that.
Q: Your download-able KPI Encyclopedias look great. But I need something custom. Can you help?
A: Heck yes. Our analysts would be delighted to provide you with a custom set of KPIs and detailed definitions—including logic, formulas, and calculation instructions—that’s tailored to your precise needs. After all, we specialize in this stuff and would love to help you! Simply email us (firstname.lastname@example.org) or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.
Technical Support & Resolution
This workflow template illustrates the research and resolution of technical customer issues and involves identity verification, question clarification, issue escalation (if needed) and any d...
Type : Workflow Template
Process Participants : Technical Support Representative, Call Center Manager