[Music] hello everyone and welcome to dnv Academy today we'll be exploring the critical role of performance Matrix and key performance indicators or kbis within the framework of iso 18,295 D1 this standard is dedicated to ensuring the quality of service in customer contact centers ISO 18295 D1 provides a comprehensive framework for the efficient and effective operation of customer contact centers one of the key components of this framework is the establishment monitoring and Analysis of performance metrics and kpis these metrics and kpis are essential for maintaining High service quality and ensuring customer satisfaction understanding performance Matrix and
kpis performance matrics and kpis are quantitative measures used to evaluate various aspects of an organized A's customer service operations they provide valuable insights into how well the contact center is meeting its services objectives and customer Expectations by closely monitoring these metrics organizations can identify areas for improvement and Implement strategies to enhance overall performance key performance metrics and kpis in ISO 18,295 D1 customer satisfaction csat measures the level of satisfaction customers have with the services they receive high csat scores are indicative of strong customer relationships and are directly correlated with the customer loyalty and retention conduct
a regular surveys asking customers to rate their satisfaction on a scale typically from 1 to 5 analyze the responses to identify Trends and areas for improvement first call resolution fcr fcr measures the percentage of customer inquiries that are resolved during the first Contact High fcr rates indicate that the contact center is effective in addressing customer issues promptly reducing the need for followup interractions and enhancing customer satisfaction track and analyze call records to determine the resolution status of each inquiry aim to improve fcr by providing staff with the training and resources they need to resolve issues
efficiently average handling time ahd measures the average time taken to handle a customer inquiry from start to finish including whole time top time and after call work ahd is a critical metric for balancing efficiency and thoroughness in resolving customer issues shorter ahd can indicate efficient service but it's important to ensure that quality is not compromised monitor call durations and analyze them to find an optimal handling time provide staff with guidelines and training to handle inquiries efficiently while maintaining service Quality Service level SL measures the personage of calls answered within a predefined time frame such as
20 seconds set a Target time frame such as answering 80% off calls within 30 seconds regularly review performance against this Target and adjust Staffing levels and processes as needed to meet the goal net promoter score NPS measures Customer Loyalty by asking customers How likely they are to recommend the service to others on a scale of 0 to 10 NPS provides a clear indication of overall customer satisfaction and brand loyality it helps identify promoters passives and detractors among your customer base conduct regular NPA surveys and analyze this course follow up with detractors to understand their concerns
and take corrective actions to improve their experience employe satisfaction measures the satisfaction and engagement levels of contact center staff employee satisfaction directly affects the quality of customer service and operational efficiency happy and engaged employees are more likely to provide high quality service conduct regular employee surveys to GA feedback on their work environment resources and support use this feedback to make improvements that enhance employee satisfaction and motivation performance metrics and kpis are essential components of iso 18,295 D1 providing a structured approach to measuring and enhancing the quality of customer service by effectively implementing and monitoring these
metrics contact centers can ensure they consistently meet or exceed customer expectations leading to higher satisfaction loyalty and operational efficiency thank you for your attention and joining us today I'm now open to any questions you may have about performance metrics and kpis in ISO 18295 D1 stay tuned for the next video in the next video we are going to talk about scope of iso 18,295 D1 if you have found value in our videos please do subscribe to our Channel and share it with your professional colleagues thank you
