Do you wish to outsource customer chat service but are unsure of how to measure the success of the switch? Are you already using an outsourcing provider team but feel uncertain about how to quantify the benefits? In either case, read on as we discuss how to successfully measure the success of your outsourced customer support team.
Metrics That Are Helpful
Measuring the success of an outsourced customer support team can be challenging but not impossible. There are several metrics that you can apply to the task. In this section, we’ll go through the most useful of these metrics.
If you have not yet outsourced support, gather the following from your team. You may then use these initial statistics as the benchmark against which to measure improvement.
Customer satisfaction will always be one of the most useful guidelines. However, it’s crucial not to rely on it solely, as unhappy clients don’t always voice their dissatisfaction. There are several ways to measure satisfaction, including:
- conducting surveys,
- collecting feedback through social media,
- and monitoring online reviews.
It’s also worth noting that higher levels of feedback are a good sign as long as it is generally positive.
It’s important to monitor how long it takes for the team to respond to each client query. Again, this is not a metric that can operate in isolation. A quick response time may be negative if it means that consultants rush through query resolution.
Therefore, it’s helpful to consider response time in conjunction with first-contact resolution and customer satisfaction. The ideal mix is high scores in all three sectors.
First Contact Resolution
Many clients will forgive the odd mistake. Most people will be willing to contact the help desk to resolve a query they have and be understanding about it. However, they expect consultants to solve their issues the first time around.
The longer it takes for query resolution and the more departments the client has to go through, the more frustrating it is for them. Therefore, it’s essential for consultants to have adequate training in where to find the correct answers for clients, preferably without transferring them to another department.
Average Handling Time
The average handling time is a useful metric in determining if your team is up for the task. How long does it take for the consultants to handle the average call? Does this meet your client’s expectations, or are they holding on for too long?
If the average handling time is high, it’s time to dig deeper and identify:
- the need for additional resources,
- if your team is big enough for the task,
- and additional training or skills your outsourcer’s consultants will need to acquire.
Net Promoter Score
Your net promoter score measures the likelihood that a customer will recommend your product or service to others. This metric is a good indicator of overall customer satisfaction and loyalty.
It may prove more valuable than customer satisfaction because customer satisfaction can change quickly. If your outsourcing team can convert more clients into brand ambassadors, they are doing an excellent job.
Cost Per Contact
This metric measures the cost of each customer interaction. This metric is important for evaluating the overall cost-effectiveness of your outsourced customer support team.
However, when comparing the cost of outsourcing to the cost of an in-house team, it’s crucial to consider all the ancillary expenses. For example, with an in-house team, you must factor in the cost of equipment, software updates, and even small housekeeping expenses like providing your consultants with tea and coffee.
By measuring these metrics, you can measure your success when you outsource customer chat service and other support functions.