Monitor Customer Service Performance (53)
Description:
Monitor customer service performance data to ensure that good customer service is being provided. This process involves reviewing customer service metrics reported by each vendor that is providing customer service, which may potentially include the state itself. This process also incorporates customer surveys to gather feedback on the customer experience.
Details:
Customer service metrics being reported should be specified in contracts with vendors. Typical metrics include, at a minimum, the following:
- Total calls and emails, organized by day and by subject
- Average wait time per call
- Average turnaround time on emails
- Number of dropped calls
- Average call time
- Number of issues not resolved
Primary Use:
Ensure good customer service is provided and make improvements where possible.
Best Practices/Lessons Learned:
- Review metrics soon after program launch to see if changes need to be made.
- Review metrics monthly to ensure consistent performance.
State Government Context and Assumptions:
This task is carried out by the implementing RUC agency.