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Customer service
- Field services (3)
- Help / Support Desk (39)
- Walk-in Service (0)
- Call Center (Inbound) (55)
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- Customer service (35)
KPIs in ‘Customer service’
This one is important in any QMS, puts customer and his satisfaction in focus.
Listed in: ITIL Service Desk, Surveys, Customer service, IT Service Desk & Support
Tags:
customer, satisfaction
Average number of calls / service requests per employee of call center / service desk within measurement period.
Number of complaints received within the measurement period.
Percentage of customer issues that were solved by the first phone call.
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