Customer service can make or break your company’s reputation. Companies known for excellent customer service—Zappos, for instance—have thrived.
Customer service fails, on the other hand, can quickly go viral and do serious damage to a company’s image. Comcast is one company whose name has become synonymous with horrible customer service. In fact, it was voted “Worst Company in America” in 2014. No surprise, perhaps—Comcast’s customer service reps have taken it upon themselves to change some customers’ names to expletives.
How can you make sure that your customer service reps (CSRs) are helping, not hurting, your brand image? With proper training and a robust visual analytics solution that gives context to your data. (Visual analytics can also help you understand the factors that affect customer satisfaction, as we discussed in a previous post.)
The right visual analytics solution gives all team members access to real-time data so that everyone can see which issues need to be addressed. By providing a single source of truth, visual analytics allow CSRs to see how their performance stacks up against established metrics. A visual analytics solution also gives managers insight into how CSRs are handling the caseload—data visualizations can be customized to meet each user’s needs.
When it comes to building a high-performing culture of service and accountability, the following data visualizations can help.
Customer Satisfaction/Net Promoter Score Reporting
Customer service performance data doesn’t just live inside your existing CRM solution. Thanks to the explosive growth of social media, your customers can tell you every day how your CSRs are performing. All you have to do is listen.
But there’s often a major disconnect between listening to what your customers are saying and turning that information into easy-to-understand, actionable insights. That’s where Net Promoter Score reporting can help. Your company’s Net Promoter Score is essentially a representation of customer loyalty, expressed by subtracting your company’s detractors from its promoters. Net Promoter Scores range from -100 to 100, with high performing companies attaining scores of 50 to 80. While it can be useful to calculate your company’s raw Net Promoter Score, you can often develop more useful insights by reviewing the percentages of promoters, detractors, and passives.
A month-by-month breakdown can give you a better sense of how your customers perceive your company. And if there’s a noticeable jump in detractors one month, or a sudden dip in promoters, you can undertake a root-cause analysis to understand why. These changes may be an indication that your CSRs need a little additional training.
Closed Cases by Priority
Once you know which CSRs are continually closing out tough cases, you can use that information to dig deeper and develop further insights.
For instance, has one CSR closed a lot of high-priority cases because he’s allowed situations to escalate? Or, does the fact that other agents haven’t closed out high-priority cases indicate that they’re letting those cases linger while they work through the easier cases? Data visualizations don’t just provide context for the information—they provide a framework for viewing data in a new light.
Average Resolution Time by Rep
When your customers have problems, they want those issues fixed quickly. Rather than pore over spreadsheets to glean information about how long it takes for your CSRs to resolve cases, you can create a data visualization that clearly shows resolution times in a format you can grasp with just one glance.
This data visualization provides an excellent way to compare performance by CSR. You can quickly spot outliers and then dig in for more information. Why are some CSRS resolving cases so much more quickly than others? Are they truly resolving the underlying issue, or have they just fobbed the customer off with a quick fix that will lead to another call later on? Conversely, are the CSRs who are spending significantly more time resolving cases just dawdling, or are they listening to the customer’s concerns and developing lasting solutions? Once you have a clear picture of how long it takes each CSR to resolve a case, you can create metrics to keep them accountable.
Use Visual Analytics to Develop Useful Customer Service Insights
As the data visualizations above illustrate, a visual analytics solution can provide useful insights about customer service at your company. You can visualize how your customers perceive you, how your CSRs are handling their workloads, and how long it takes your customers to get solutions to their problems.
At iCharts, we’ve created a visual analytics solution that improves transparency across your customer service team. Each CSR can access performance metrics and gain insight into their strengths and weaknesses. More insight and more transparency can enhance the customer experience, as we detailed in last week’s blog post.
Our solution allows you to customize your data visualizations for your specific business needs. We’ve also developed pre-built interactive dashboards stocked with the tools you need to develop new insights and improve CSR performance. Our iCharts CloudScale customers can access these dashboards as a standalone product or integrated within leading ERP and CRM systems, including NetSuite and Salesforce. That means you have the ability to pull real-time data and create easy-to-share visualizations without burdening your IT department.