Generally, before you intend to outsource your work to a third party you would want to know how exactly they can meet your expectations. And the same case is for us, i.e. you want to understand how our teams can meet your expectations. It’s simple, we not only incorporate your initial customer service benchmarks into our approach, but we go one step even further, that is, by crafting our own customer service benchmarks that would resonate with your needs. Furthermore, we achieve all of this while continuously gathering insights from your industry regarding latest customer service trends and standards to provide a first-rate customer support services to your existing as well as potential customers 24/7 and 365 days a year. We help you resonate like an expert so that you can mark your difference across the industry accordingly. Our benchmark performance reporting is focused on following essentials.

• Client Benchmarks
• Our Benchmarks
• Industry Benchmarks

The primary focus of any client is the swift accomplishment of their goals by utilizing their existing resources. The usual idea is to increase customer satisfaction, retain existing customers, and measure the efficiency of their customer support staff to better visualize their success proportion. Hence, their major benchmark includes components like goals achieved and outcomes produced. Probably because these standards are the most feasible way to determine the efficiency of their efforts, i.e. if the outcomes are positive and they are effectively able to achieve their short-term goals, then chances are they will also be able to (eventually) accomplish their longterm goals as well.

Setting appropriate goals or objectives are the preliminary requirement of evidently achieving them. Goals help us measure our efforts and they are also critical if we want our organization to grow and prosper in the near-future. Hence, due to this rationale, goals are also the foremost benchmark for a business enterprise to measure their efforts. They are often divided into two subsections, i.e. short-term goals and long-term goals, where the achievement of short-term goals is used as an indicator to measure the success ratio of achieving your long-term goals, accordingly.

Indisputably, the achievement ratio of your short-term goals can be a reasonably good indicator to identify whether you will be able to achieve your longterm goals. However, in order to justify if you have successfully achieved your short terms goals, evaluation of your efforts outcome is necessary. And this is the next most crucial benchmark for a business enterprise. For instance, a short-term goal may be something like, “doubling the number of sales in the next 6 month”. Now, after assigning proper resources to this task, you can measure its result after 6 months. That “result” is considered as an outcome, which can be subsequently used to determine whether or not you have achieved your set goal.

Our principal focus is on the improvement of your customer service capabilities as well as the timely achievement of your set-objectives via the effective utilization of available resources. Therefore, our benchmarks cover aspects like CSRs (Customer Service Representatives) Response Time, Capacity Utilization, and First Call Resolution Ratio.

The universal benchmark used to identify the proficiency level of an individual support agent and the whole support team, respectively. Response Time refers to the amount of time it took for a support agent to reply a customer query. We use this benchmark to identify star agents that can handle any kind of customer query effectively in our support teams and specialists that can handle certain kind of customer queries remarkably in a minimum amount of time, respectively. Afterward, assign them roles based on their expertise to increase customer satisfaction level and achieve set goals accordingly.

Capacity Utilization is an incredible benchmark to measure if the full capacity of your Contact Centre is being utilized to produce the required results. Capacity utilization allows us to maximize the productivity of our support teams in accordance with your goals, promotional campaigns, or events etc. By using this benchmark, we can distinguish the extent of capacity being used to achieve your goals. Afterward, if it is not being used to full extent, we can use the gathered insights to scale the utilization of resources accordingly to help you achieve your objectives effectively.

There is no alternative for Customer Satisfaction, that is if your customers are even a slight bit disappointed in your services, chances are they would move on to someone else without ever notifying you. FCR is a benchmark that focuses on the percentage of customer issues that are completely resolved in the First Contact, and as FCR is directly linked to increased customer satisfaction & retention proportion, its measurement help us determine how effectively we are able to meet the expectations of your customers and subsequently what kind of improvements are required to increase this proportion even further, respectively.

Industrial Benchmarks correspond to the industry-wide standards for the provision of consistent customer support services to the consumers as well as for the measurement of one’s efforts. Similarly, Industrial Benchmarks standard tend to vary greatly depending on your operating industry, for instance, some industries may focus on higher first-time resolution ratio over less handle time, and meanwhile, others may focus more on prompt response and higher customer satisfaction ratios, respectively. The typical benchmarks include Standard Response Time, Estimated Time of Resolution and Average Handle Time

The amount of time it takes to respond a customer query may vary depending on its nature, complexity as well as the industry, and therefore, each industry have a Standard Response Time that can be used to determine your efficiency ratio in terms of responding a customer query.

This represents the total time it takes to resolve a customer issue completely. Moreover, an issue is only considered resolved if it is closed by the customers themselves and not the agent. We use this benchmark to compare our resolution time against your operating industry to scale our support services accordingly.

Handle Time refers to the duration of a single support session between the customer and the support agents. Additionally, the collective ratio of all interactions in the Contact Centre represents the Average Handle Time. AHT helps verify the performance of support agents against a variety of customers that eventually results in the creation of better-targeted training modules in order increase CSRs ability to handle a diverse consumer base.

Of course, a single benchmark strategy can facilitate you in measuring your performance and help you understand whether or not you would be able to achieve your goals in a particular time period. However, a multiple benchmarks approach, i.e. industry-wide benchmarks against your goals can result in the even more detailed report regarding your performance and the achievement ratio of your goals, respectively.

By a carefully crafted analysis process and subsequently by following latest market trends, we make sure that all of your requirements are vigilantly catered for in a befitting manner. Furthermore, with the utilization of our own benchmarks alongside your requirements & industry-wide standards (respectively), not only we can measure our own performance on a routine basis but we also have the ability to take appropriate actions in order to help you achieve your targets much faster.